Today’s session on the Grievance Redress Mechanism (GRM) brought together Chief Officers, Municipal Officers (Infrastructure & Services) and Complaint Cell In-charges from all sixteen MCs of Punjab Inclusive Cities Program (PICP). The discussion built on the strong foundation already laid under the Punjab Cities Program (PCP), where GRM has been successfully running in sixteen partner cities and delivering impressive results.
Opening the meeting, Syed Zahid Aziz, MD PMDFC, underscored that every PICP city must meet the program’s Minimum Access Conditions—making the adoption of GRM, (Baldiya Shikayat) essential. Mahmood Masood Tamana echoed this call, highlighting how a responsive complaint system strengthens trust between citizens and their local governments.
Participants then explored the journey of GRM, its purpose, and the user-friendly features that ensure everyone—including illiterate and marginalized groups—can lodge grievances, even through voice messages. They discussed the various channels for submitting complaints, the escalation process, and the timelines that prioritize urgent matters.
Gulzar Hussain, Program Officer (IS), presented the technical and operational aspects of the mechanism alongside Abid Ali, Program Officer (IT), setting the stage for scaling up this initiative across all sixteen PICP cities so that residents of the PICP partner cities can have their voices heard and their concerns resolved efficiently.
