Citizen Charter

Sufficient accretion has been done in formation, responsibilities and rights of Local Nagar Administration from various specific works in 74th amendment and its 12th Schedule of the Indian Constitution and accordingly Uttar Pradesh Nagar Nigam Act 1959 and Uttar Pradesh Nagar Palika Act 1916 also get amended. All Nagar Palikas, in which all Nagar Nigam, Nagar Palika Parishad and Nagar Panchayats are included, are dedicated to provide quality ample Nagar Public Services, along with transparency and accountable to Nagar Administration. 13 Nagar Nigams, 194 Nagar Palika Parishads and 423 Nagar Panchayats are dedicated and making every possible effort to provide all basic needs to its concerned citizens and also to solve related problems. Along with the rights to Nagar Palikas, execution of duties and their successful implementation is also one of the responsibilities. Besides this, to provide safe drinking water, public sanitation, water drainage and solid waste management, safe transportation, encroachment free roads and arrangement of street light and to provide other basic need are also included under these categories. This Municipal Citizen Charter is being presented to let the public know about solution of problems like water supply and sewerage water drainage, road maintenance, sanitation and garbage disposal, public health, street light, birth and death registration and other basic services. Nagar Palika is dedicated to respond immediately and on time regarding problems, solutions and suggestion which are received through this Municipal Citizen Charter. All Nagar Palikas, are operated from selected board, that’s why partnership of selected public representative is already approved in every field of work of Nagar Palikas. In this way through Citizen Charter solution of every problem is fixed in a certain period of time by officers and employees of Nagar Palika and also, it’s the responsibility of citizens that by promoting social awareness and campaign, they should help Nagar Palika in execution of their duties.

Objective of Nagar Palika Citizen Charter

  • To inform citizen regarding services which they can avail from departments, served by Nagar Palikas to citizens.
  • To inform citizens of Nagar Palika region about registration of problems, grievances and suggestions.
  • To inform about advance processing, in case if problem is not solved.
  • To inform about punishment given to officers and employees, in case, if problem is not solved or delayed.
  • To inform about services and defined time in Uttar Pradesh Janhit Guarantee Act 2011.

Basic principles of Municipal Citizen Charter

  • Responsibility: - For various Nagar Services through Citizen Charter, specific responsibility should be established.
  • Transparency: - To maintain complete transparency in various services provided and to promote public support for the society.
  • Standards: - To take action as per mentioned citizen charter if services that are to be provided by Nagar Nigam, Nagar Palika Parishad and Nagar Panchayats are not served.
  • Sankalp: - Permanent modifications and improvement in quality of various services that are being provided by Nagar Palika, for which Administration, Local Body Directorate, Uttar Pradesh and all Nagar Palikas should be dedicated and responsible for fulfilling the changing needs of the citizens.
  • Out Sourcing:- With the motive to keep transparency in proceedings over Citizens’ Conduct, Nagar Commissioner of Nagar Nigam and Chairman of Nagar Panchayat can handover the responsibility to eligible Non-Governmental Volunteer Organisation, so that they can register the problems, and after doing proper review it can be forwarded to concerned offices, so that proper and expected proceedings could be executed by various Zonal Offices of Nagar Nigam, Nagar Palika Parishad and Nagar Panchayats, and after its proper review, report can be forwarded to Nagar Commissioner and Executive Officer and Chairman for its settlement.
  • Punishment:- If proper decisions are not taken for accomplishing commitment made in Citizen Charter, then there should be provision of taking action against the concerned officer and employees.
  • Feedback:- By using Municipal Citizen Charter, making people aware of their rights and responsibilities.

Services:

  • Cleaning and Solid Waste Management

Who will be responsible

  • Each Zonal Officer of every zone and responsible representative officer to concerned Zonal Sanitation Officer and Chief Sanitation and Food Inspector or Sanitation and Food Inspector or Nagar Commissioner will be responsible.
  • In every ward, for execution of work, deployed Chief Sanitation and Food Inspector/Sanitaiton and Food Inspector or Safai Nayak will be responsible.
  • In Nagar Palika Parishad, Nagar Health Officer, Chief Sanitaion and Food Inspector/Sanitation and Food Inspector or Executive Officer and in Nagar Panchyats Executive Officer and Safai Nayak will be responsible.

Important Work

  • Cleaning of public roads and channels
  • Cleaning and maintenance of public toilets
  • Collecting, transporting and disposal of garbage
  • Disposal of dead animals
  • Other issues to keep the city clean
  • Disposing of dirty water
  • Birth-Death registration
  • Regulation of specific places for disposal of dead bodies
  • Prevention of diseases
  • Control over health harming business
  • Catching of street animals
  • Licensing of pet dogs
  • Other license

Birth-Death Certification

  • Within 21 days of Birth or Death, at Zonal Office, Nagar Palika Parishad, Nagar Panchayat Office of concerned Nagar Nigam. Registration will be done free of cost.
  • Registration will be done at concerned registration office Nagar Nigam, concerned Zonal Office and office of concerned Nagar Palika Parishad, and Nagar Panchayat under whose geographical region death or birth has taken place.
  • Registration done after 21 days of birth/death till one year, late fees charge will be applied.
  • After one year of birth or death, affidavit will be needed and order of first grade Magistrate/Concerned Deputy District Magistrate will be needed for registration.
  • Within 12 month of birth certification, name registration of the child in registration records can be done for free.
  • In case of registration done within 5 years, birth or death certificate will be issued within 30 days of registration.
  • Mistake done in records can be rectified by presenting attested copy by two Honored citizens and for verification two records such as passport, school certificate etc. is needed.
  • Certificate will be issued after investigation, whose days limit could exceed more than 30 days.
  • Birth and Death Registering Officer will be Nagar Commissioner or authorized appointed officer by him in Nagar Nigam and concerned Executive Officer in Nagar Palika Parishad and Nagar Panchyatas.

Other

  • Grievance regarding catching of stray animals will be received in concerned Zonal Office Nagar Palika Parishad, Nagar Panchayat Office in Nagar Nigam.
  • License for domestic dogs will be released on the next day after giving application and depositing prescribed fee at concerned Zonal Office or Nagar Palika Parishad, Nagar Panchayat Office.
  • Effective steps should be taken at office level in Nagar Palika Parishad, Nagar Panchayat and at Zonal level in Nagar Nigam regarding prevention of infectious diseases.
  • Grievances will be received in Nagar Palika Parishad, Nagar Panchayat Office in concerned zone of Nagar Nigam regarding control over harmful occupations.

If there is any feedback or suggestions, then grievance can be registered as per ‘Grievance Procedure’ given in Citizen Charter.

Work that are the reason of public nuisance and are liable for fine.

  • Damaging any public property or accumulating garbage over channel/drainage.
  • While spreading dirty water on public places, roads, streets or at any open place.
  • Abusive, unhealthy storage of nuisance element and harmful things.
  • Throwing garbage on roads or in channels/drainage.
  • Use of polythene plastic which is thinner than 40 micron or throwing plastic polythene in channels/drainage or at public places or while using them in wrong way.

Time limit of grievance settlement

S.No.Work (Subject of grievance)Grievance Settlement Period
1- Cleaning of Road, Channel/Drainage Within24hours
2- Disposing of garbage One day
3- Settlement of dead animals Same day

Water supply and Sewerage Work

  • Supply of clean water for domestic use
  • Water supply regarding Non-domestic use
  • Water supply for commercial and industrial work
  • Operation of water supply and its maintenance
  • Revenue accumulation regarding water supply
  • New Water connection
  • Dissection and regulation of illegal water connection

Responsibilities

    • Under the representation of power of General Manager of Jal Kal Vibagh of Nagar Nigam and Nagar Commissioner, other Engineer/Executive Officer will be responsible for the work of Jal Kal Vibhag at Nagar Nigam level.
    • Zonal Engineer/Executive Engineer of each Zone will be accountable for the execution of work of Jal Kal.
    • At ward level, Assistant Engineer, Junior Engineer and Pipeline Inspector will be responsible for water supply and sewerage related work.
    • Jal Kal Engineer and Junior Engineer will be completely responsible for work related to Jal Kal Vibhag in Nagar Palika Parishad/Nagar Panchayat.

If there is any feedback or suggestions, then grievance can be registered as per ‘Grievance Procedure’ given in Citizen Charter.  

Work that are the reason of public nuisance and are liable for fine:-

  • Misuse of fire extinguisher
  • Unauthorized use of Water Connection
  • Unauthorized use of water, means change in water usage of domestic/non-domestic, commercial and industrial water.
  • Use of Booster pump
  • Presence of unhygienic water reservoir in the private premises.
  • Illegal or without permission water connection/sewer connection.

Time period of grievance settlement

S.No.Work (Subject of Grievance)Grievance Settlement Time Period
1- Leakage in Pipe Line From 02 to 07 days
2- Replacement of poor water meter Within 15 days
3- Main pipeline leakage and repairing of damages Within 24 hours
4- Repairing of failing pumping system On same day
5- Improvement in polluted water supply/dirty water supply Within 24 hours
6- Improvement in low pressure water supply Within 24 hours
7- Repairs of public water column One day
8- Repairing of Sewer Jam Same day
9- Replacement of manhole cover One day
10- Repairing of leakage in sewer line 02 to 07 days
11- Amendment of bill related to water tax, water rate etc. One day
12- Proceeding over illegal/without permission water connection and sewer connection One day

New water connection and sewer connection (Under Uttar Pradesh Janhit Guarantee Act 2011)

S.No.Steps of procedureOffice placeTime
1- Receiving of Application Form Format Nagar Nigam Zonal Office (Jal Kal Vibhag) Nagar Palika Parishad/Nagar Office (Jal Kal Vibhag)/Nagar Panchayat Office From 10:30 AM to 3:00 PM
2- Issuing of receipt of Submitting and receiving of application form From 10:30 AM to 3:00 PM
3- Information regarding deficit in application form Nagar Nigam Zonal Office (Jal Kal Vibhag)
Nagar Palika Parishad/Nagar Office (Jal Kal Vibhag)/Nagar Panchayat Office
03 (three) working days
4- Information of amount deposited according to appraisement spot inspection and Water Connection/Sewer Connection (In case if technically possible) Nagar Nigam Zonal Office (Jal Kal Vibhag) Nagar Palika Parishad/Nagar Office (Jal Kal Vibhag) 03 (three) working days
5- Connection of New water connection (In case if technically possible) Nagar Nigam Zonal Office (Jal Kal Vibhag) Nagar Palika Parishad/Nagar Office (Jal Kal Vibhag) Date of depositing amount of Scheduled Water Connection Fee within 03 working days, but within 30 days of submitting of water application

Other Services by Jal Kal Vibhag-

S.No. Services Concerned Officer Time
1- Water Supply in case of Marriage and other special occasions (After Payment) Concerned Assistant Engineer in Nagar Nigam
Concerned Assistant Engineer of Zone Office (Jalkal)
Nagar Palika Parishad/Jal Kal Engineer or Jalkal/Executive Officer
Executive Officer in Nagar Panchayat
The fee along with the application form is expected to be received three working days before the scheduled date.
2- Temporary Water Connection for Religious or other Special occasions Assistant Engineer in Nagar Nigam
Concerned Assistant Engineer of concerned Zone Office (Jal Kal)
Nagar Palika Parishad/Jal Kal Engineer or Jal Kal/Executive Officer
Executive Officer in Nagar Panchayat
As above
3- In case of damage of Pumping System Assistant Engineer in Nagar Panchayat
Concerned Assistant Engineer of Concerned Zone Office (Jal Kal)
Nagar Palika Parishad/Jal Kal Engineer or Jal Kal/Executive Officer
Executive Officer in Nagar Panchayat
Free Water Supply by tanker within three hours

Road Maintenance Work

  • Construction of roads and their maintenance
  • Repairing and patch repair of pits occurred due to water Logging or some other reasons
  • Repairing and expansion of specific roads
  • Approval of construction of private roads
  • Construction, maintenance and repairing of Footpath
  • Removal of barriers to public roads.

Who will be responsibile

  • Chief Engineer will be responsible for construction, repair and maintenance of roads, kharanjas, sewers, drains in towns, diagnosis of drainage and settlement of drainage problems.
  • At Zzonal level, Executive Engineer (who will be the incharge of zone) will do the settlement of above responsibilities.
  • At ward level, Junior Engineer and Assistant Engineer will be responsible.
  • Executive Officer, Assistant Engineer and Junior Engineer will be accountable in Nagar Palika Parishad and Nagar Panchayat.

Drainage and Maintenance

    • Construction and repairing of drainage
    • Cleaning of drainages (Desilting)
    • Removing of barriers/disturbance occurring while water drainage
    • Installation of pump and operation of pumps for water drainage
    • Planning to be done for avoiding water logging

While creating barriers or disturbance in safe public traffic is a public nuisance, which is punishable:-

  • Electricity decoration (without permission) on any special occasion or festival or occupying the space while creating gates, mandap and installing tents, or by occupying the public space with any permission or digging the public place for installation of bamboo etc.
  • Executing road cutting, harming any channel, road or other public property, making any kind of change in public places, without permission.
  • Accumulating of garbage at road, public place or open space.
  • Any temporary celebration or event organizing at public parks is totally prohibited and permission cannot be granted.

Regarding above services, inconvenience caused, grievance can be registered as per grievance procedure

Time Limit of Grievance Settlement

S.No.Work (Subject of Grievance)Time Limit of Grievance Settlement
 1- Repairing of pits One Week
2- Patch Repair Two Weeks
3- Removing of barriers from roads 24 hours
4- Getting disposal of garbage at public place by the one who splitted the garbage Within 48 hours after issuing the notice
5- Body will get the garbage disposed on the cost of one who do so Within three days of issuing notice
6- Settlement of applications for permission of road cutting One week
  • Taxation, imposition of charges and conversion in records.
  • This work will be executed by Tax and Revenue Department of concerned Zone Offices, Nagar Palika Parishad, Nagar Panchayat Offices.
  • Information regarding taxes and fees will be provided within one week of giving application.
  • In Property Tax Records undisputed transfers will be done within 45 days of depositing of transfer fees.
  • Citizens will be aware of changes/amendment made from time to time in Property Tax Records informing through newspapers and other communication mediums.
  • Licensing under licenses and other bye-laws or authorities.
  • License will be issued in 07 days after receiving of application.
  • If any problem occurred while providing license or in case of cancellation or non-accepting of application form , information will be given within 07 days from applying.

Permission regarding advertisement-

  • Body will give permission of advertisement, other than of newspapers.
  • As per bye-laws, regulations, manuals and acts, any registered agency can also grant permission.
  • Permission for floating ads photos, glossiness, banners, indicators etc.

Grievance regarding above, can be registered as per format given in citizen charter.

Time limit of Grievance Settlement

S.No.Work (Subject of Grievance)Grievance Settlement Period
 1- Permission of advertisement Within three days of deposition of prescribed fees
2- As per By-laws/Act permission will be granted by some other agency Within three days of deposition of prescribed fees
3- Permission for floating ads photos, glossiness, banners, indicators etc. On the day of deposition of fees 

Time period of Building Maps/Lay Out Grievacne settlement

S.No.Work (Subject of Grievance)Settlement of Grievance
1- Such towns where, Development Authorities/Housing Development Board are established, building maps and lay outs can get approved from concerned Development Authorities/Housing Development Board as per their Bye-Laws/Rules. But NOC certificate will be issued from Nagar Palika. Within specific time as mentioned in Citizen Charter of concerned Development Authority/Housing Development Authority
2- Such towns which are covered by R.B.O. Act can get approval of building maps/lay out as per provisions R.B.O. Act, by the concerned authorities. By concerned authority as per R.B.O. Act and within the time limit as mentioned in R.B.O. Act 
3- Such towns where Housing Development Board/Development Authorities are not established and not covered by R.B.O. Act will be approved by as per bye-laws of concerned Nagar Palika Parishad/Nagar Panchayat. Within two weeks of specified fees.
  • Grievance can be registered related to map, as per given format given in citizen charter.
  • Restriction on encroachment.

Removal of encroachment from public places, roads, streets, channels.

Removal of encroachment from Body’s Property and Land etc.

Grievance can be registered related to encroachment, as per given format given in citizen charter.

Time period of grievance settlement

S.No.Work (Subject of Grievance)Grievance Settlement Time Period
1- Removal of encroachment from public places, roads, streets, channels. Within three days
2- Removal of encroachment from  Body’s Property and Land etc. Two weeks

Works of Street Light Department.

  • Maintenance of street lights Public Routes, Roads, Streets
  • Arrangement of Street Lights in Public Parks.
  • Arrangement of Street Lights in new areas of towns.

Who will be responsible

  • In complete town, Executive Engineer (Electricity/Street Lights Incharge) and Executive Officer will be responsible for street lights.
  • At ward level, in Nagar Nigam, Assistant Engineer, Junior Engineer and Light Inspector and In charge Street Light in Nagar Palika Parishad/Nagar Panchayat/Executive Officer will be responsible for arrangement of Street Light.
  • Grievance related to Street Lights can be registered as per the format given in Citizen Charter.

Grievance Settlement Time Period.

S.NoWork (Subject of Grievance)Grievance Settlement TimePeriod
1- Replacement of Fused Bulbs/Tube Lights on streets and roads. Two Days
2- Repairing of Sodium Vapor Lamps/Halogen Lights and replacement of bulbs on main crossroads. Three Days
3- Repairing of High Mask Lights and replacement of bulbs and other lights Three Days
4- Other repairing works related to street lights. Two Days
5- Arrangement of Street Lights in new areas. Through Uttar Pradesh Power Corporation Limited

Works of Horticulture Department

  • Development of non-developed parks.
  • Maintenance of developed parks.
  • Environment Conservation.

Who will be responsibile

  • Responsibility of development, maintenance, plantation and environment conservation of parks situated in Town will be of Incharge Officer/Executive Officer of concerned section.
  • At ward and zone level, concerned Zonal Officer/Deputy Nagar Commissioner, Horticulture Superintendent and Horticulture Supervisor/Head Gardner will be responsible.

Time Period of Grievance Settlement

S.No.Work (Subject of Grievance)Grievance Settlement Time Period
1- Grievance related to maintenance of developed parks One Week
2- Plantation on eligible Public Land for Environment Conservation Three Days
3- For development of un-developed parks, responsible body will take action itself and can get the work done from some prestigious Non-Governmental Volunteer Organisation, Commercial Associations/from adoption process of companies/maintenance work can also be executed, settlement of concerned grievance received. On the basis of availability of resources

Regulation of Parking Spaces

  • Regulation to be done of parking spots from Nagar Palika by their own employees.
  • Regulation and control over parking by releasing tenders of Parking spaces.

Grievance can be registered regarding above, as per the format of grievance given in citizen charter.

S.No.Work (Subject of Grievance)Grievance Settlement Time Period
1– Complaint regarding collection of extra fees instead of prescribed fee One day
2– Not installing of Parking Fee Board, or if rates are unreadable or damaging the board Same day
3– If right token is not given, fee is not mentioned on the token or token related some other grievance One day
4– Other grievance related to parking Maximum three days

Copies of the record

    • For receiving copy of any record, prescribed fees will have to be deposited (either for normal copy or for urgent copy) after which within three days or one day (as per the situation) copy can be received from archive.

Information under Right to Information Act 2005

  • Information will be provided by the concerned Public Information Officer.
  • Information will be provided within 30 days of receiving the application or as per the time period specified in Act 2005, with the deposition of fees.
  • If information is not provided within the specified time, one can appeal to the Appellate Officer.

Grievance Registration Procedure

  • First Step - For settlement of any grievance, as per grievance mentioned in the table given below, grievance can be registered.
  • Second Step – After the registration of grievance, for grievance settlement, if grievance is not settled in certain time period, grievance can be registered in second step in prescribed format.
  • Third Step- If second grievance is also not settled and even if the grievance is not settled even after the third grievance registration, then in that case Nominated Officers will be responsible for it.
  • Fourth Step- After the proceedings of third step at body level, if the grievance is not settled Concerned Grievance Director, Uttar Pradesh Nagar Development Department, Uttar Pradesh Government will be referred.

Three steps of grievance

Nagar Nigam

ServicesFirst StepSecond StepThird Step
Grievance RegistrationIn case of Grievance (first step)is not settledIn case of Grievance (Second step)is not settled
Sanitation work and Solid Waste Management Designation Place Designation Place Designation
Grievance In-charge Zone Office Zonal Officer Zone Office Municipal Health Officer/Additional Municipal Commissioner
Water Supply and Sewerage Grievance In-charge Zone Office Zonal Officer Zone Office Chief Engineer Water/General Manager (Jal Kal)
Road Maintenance Water Drainage Grievance In-charge Zone Office Zonal Officer Zone Office Chief Engineer
Tax assessment and approval of license advertisement etc. Grievance In-charge Zone Office Zonal Officer Zone Office Additional Municipal Commissioner
Street Light Grievance In-charge Zone Office Zonal Officer/Executive Engineer (Street Light In-charge) In-charge Street Light Zone Office/Office of Street Lights Additional Municipal Commissioner
Other Grievance In-charge Zone Office Zonal Officer Zone Office Additional Municipal Commissioner

Three steps of Grievance

Nagar Palika Parishad/Nagar Panchayat

ServicesFirst StepSecond StepThird Step
Grievance RegistrationIn case if Grievance (First Step) is not settledIn case if Grievance (Second Step) is not settled
Sanitation and Solid Waste Management Designation Place Designation Place Designation
Grievance In-charge Nagar Palika Parishad/Nagar Panchayat Office Executive Officer Nagar Palika Parishad/Nagar Panchayat Office Chairman Nagar Palika Parishad/Nagar Panchayat
Water Supply and Sewerage Grievance In-charge Nagar Palika Parishad/Nagar Panchayat Office Executive Officer Nagar Palika Parishad/Nagar Panchayat Office Chairman Nagar Palika Parishad/Nagar Panchayat
Road Maintenance Water Drainage Grievance In-charge Nagar Palika Parishad/Nagar Panchayat Office Executive Officer Nagar Palika Parishad/Nagar Panchayat Office Chairman Nagar Palika Parishad/Nagar Panchayat
Tax assessment and approval of license advertisement etc. Grievance In-Charge Nagar Palika Parishad/Nagar Panchayat Office Executive Engineer Nagar Palika Parishad/Nagar Panchayat Office Chairman Nagar Palika Parishad/Nagar Panchayat
Street Light Grievance In-Charge Nagar Palika Parishad/Nagar Panchayat Office Executive Officer Nagar Palika Parishad/Nagar Panchayat Office Chairman Nagar Palika Parishad/Nagar Panchayat
Other Grievance In-charge Nagar Palika Parishad/Nagar Panchayat Office Executive Officer Nagar Palika Parishad/Nagar Panchayat Office Chairman Nagar Palika Parishad