The Mumbai Metropolitan Region Development Authority (MMRDA) has launched a dedicated Safety & Response Co-ordination Centre (SRCC) to handle emergencies, safety concerns and public complaints linked to its infrastructure projects across the Mumbai Metropolitan Region.
The centre is now operational and will function as a central platform for receiving, monitoring and coordinating project-related grievances. A 24×7 control room has been established at 1800-22-8801, enabling citizens to report urgent situations, safety hazards and other concerns.
Complaints may relate to construction-site safety, inadequate barricading, traffic arrangements around project sites, damaged roads, dust, construction-related damage and other inconveniences caused by ongoing works.
According to the MMRDA, every complaint received by the SRCC will first be recorded and assessed according to its nature and urgency. It will then be sent to the concerned engineering or project team for verification and appropriate action. Issues requiring immediate intervention will be prioritised and escalated to the relevant authorities.
The centre will track each complaint through six stages: report, assess, verify, respond, monitor and close. Officials will continue monitoring the corrective action until the issue is resolved and formally closed.
MMRDA will also use a dedicated dashboard to give senior officials a consolidated overview of complaints across different projects. The system will record the nature and status of grievances while identifying recurring problems involving specific projects, contractors and consultants.
The authority expects the system to help identify delays, repeated safety concerns and accountability gaps, allowing corrective and preventive measures to be introduced more efficiently.
MMRDA is currently executing several major infrastructure projects, including metro corridors, roads, bridges, tunnels and flyovers. While existing safety responsibilities will continue to rest with contractors, consultants and project teams, the SRCC will provide an additional authority-wide monitoring mechanism.
MMRDA Metropolitan Commissioner Dr Sanjay Mukherjee, IAS, said the centre was established in view of the scale of infrastructure activity across the region. He said the system would strengthen coordination from complaint reporting through verification, action and closure while improving accountability through regular monitoring.
Citizens can use the 24×7 helpline 1800-22-8801 to report MMRDA project-related emergencies, safety issues and public grievances.
Source: Mid-day
