Parisar conducted a performance review of Pune Municipal Corporation's (PMC) footpath grievance redress system in the months of February and March 2026, based on 302 complaints filed under the #MyWalkMyRight campaign across five wards of Pune via the:
- PMC Care App
- WhatsApp bot, and
- Twitter/X.
114 complaints reached full resolution, while 59 remained in the active "in-process" stage. This indicates that 173 complaints, or approximately 57% of the total volume, successfully entered the municipal administrative workflow, leaving a deficit of 129 complaints (43%) that are either awaiting initial processing, have been rejected, or are stuck.
As per the Government of Maharashtra GR dated 10 November 2025, issued pursuant to directions of the Hon’ble Supreme Court of India, all municipal corporations must ensure that:
- Complaints on footpaths and encroachments are resolved within 15 days; and
- Delays trigger automatic escalation to senior officers.
Only 23 complaints were resolved within 15 days (on time) in compliance with this GR.
With 120 pedestrian fatalities in Pune in the past year, an effective grievance redress system is critical. It must be both responsive and visible to citizens. Based on our experience, we further recommend:
- Convert Twitter/X complaints into registered complaints with token numbers
- Enable photo uploads on the WhatsApp bot
- Ensure automatic escalation of unresolved complaints after 15 days
- Require photo evidence when closing complaints
- Mandate monthly review of grievances by Ward Officers
We wrote a letter to the Pune Municipal Commissioner requesting that necessary directions be issued to concerned departments to strengthen the redress system. Find the letter here. Read the full report analyzing and documenting the 302 complaints here.