Gurgaon’s civic grievance system will no longer treat an officer’s disposal report as proof that a complaint has been resolved, Haryana chief minister Nayab Singh Saini said during a review of development works and civic amenities in the city. He said the complainant must confirm that the problem had been addressed on the ground.
Saini said the state government was using a parallel monitoring mechanism to track complaints and obtain feedback from citizens on whether the reported issue had actually been resolved. Complaints would be re-examined if residents said the problem continued despite an official disposal report.
“Closing a file is not redressal. Relief to the citizen and confirmation from the citizen is,” Saini said, according to a report by Times of India. He also said that, in some cases, he had personally spoken to complainants to understand their concerns before taking up the matter with officials.
The chief minister directed officials to adopt a proactive approach and identify civic problems before they escalated. He warned that negligence would invite action and that responsibility would be fixed. The ground-level performance of officers in Gurgaon, he said, would be reflected in their annual confidential reports, with assessments based on visible outcomes rather than work completed inside offices.
The review also covered environmental enforcement and construction-related activity. Referring to a case involving the improper operation of a sewage treatment plant by a builder in Gurgaon, Saini said the concerned regional officers of the Haryana State Pollution Control Board had been suspended for negligence.
He further ordered action against vehicles allegedly transporting waste from Delhi and dumping it in Gurgaon. Such vehicles would be seized and heavy fines imposed, he said, while stressing that the city’s cleanliness and environment could not be compromised.
The government also decided to develop zone-wise areas for ready-mix concrete operations in Gurgaon. The move is intended to regulate construction-related activity, although the report did not specify the proposed zones, operating conditions or implementation agency.
A major water-supply project was also announced at the meeting. The foundation stone for a 69.585-kilometre underground pressurised pipeline from Kakroi Head to the Basai Water Treatment Plant will be laid in January. The project is estimated to cost Rs 1,993.59 crore and is scheduled for completion within 30 months.
The pipeline is expected to strengthen Gurgaon’s water-supply system, but the report did not provide details on the project’s funding structure, contracting agency, planned capacity or the areas that will receive improved supply. Those details will be important for assessing how the project will affect existing distribution constraints and the city’s expanding urban footprint.
Saini described Gurgaon as the backbone of Haryana’s economic and industrial activity and said its civic infrastructure could not be neglected. He added that similar attention must be given to Faridabad and other cities that contribute significantly to the state’s economy and revenue.
The review’s stated objective was not only to take decisions but to ensure that their impact was visible on the ground. The next announced milestone is the laying of the foundation stone for the Kakroi Head–Basai Water Treatment Plant pipeline in January, while the grievance-monitoring mechanism and enforcement directions will determine how quickly the decisions translate into visible civic improvements.
