'CM With Me- Citizen Connect Centre' becomes inactive, calls go unanswered

THIRUVANANTHAPURAM: The 'CM with Me- Citizen Connect Centre,' launched to allow the public to directly communicate with the Chief Minister, has become inactive. The centre, located at Vellayambalam, now has its signboard covered with a tarpaulin sheet. Although executives assigned to answer calls are present in three shifts, calls to the helpline number 18004256789 often go unanswered.

Callers are sometimes asked to press a button for a callback if executives are busy, but even after waiting for days, no return calls are made. In some cases, when calls are answered, officials say they will call back after listening to the complaint, but that too does not happen.

The functioning of the call centre reportedly slowed down after the announcement of the elections. Authorities claim this is due to the model code of conduct. However, this should not affect addressing basic public issues, as only policy decisions are restricted during this period.

Most complaints received at the call centre are related to issues like drinking water shortage and waterlogging. Earlier, the process was to forward complaints to the concerned departments and inform the complainant. However, the reduction in staff and lack of attention from officials after the election announcement have affected its functioning.

15.11% complaints resolved in 7 months
The call centre was inaugurated on September 29 last year. In seven months, only 15.11% of the complaints have been resolved. Out of 4,08,563 calls received, only 61,739 complaints were addressed, while responses were given to 2,84,467 calls. The Information and Public Relations Department is in charge of the centre.