Public Works Department, Govt. of NCT of Delhi

Citizen Charter

Besides construction of new buildings and infrastructural facilities PWD is engaged in the maintenance, repair, preservation, protection and conservation of vast stock of public assets that include 6500 dwelling units; approx 44 lacs sq. mtr. of Non Residential Buildings including Hospitals, Schools, Police Stations, Technical & Educational Buildings; approx. 5200 lane KM of master plan roads; 7 Bridges, 72 Flyovers, ROBs, RUBS; 29 Subways;68 FOBs, lakhs of trees, plants & shrubsand 1000 acres of lawns and gardens.

PWD commits itself to:-
	Efficiency, promptness and cost effectiveness
	Habitability, safety and aesthetics of buildings
	Satisfy users' needs within yardstick
	Efficient recording and monitoring of Grievances/Complaints
	Attend routine complaints within 24 hours
	Round the clock service for essential maintenance
	Designate welfare/grievance officer
	Intimate reasons of delay
	Courteous behaviour by staff/workmen
	Make available details of services rendered
	Programme works for ensuing year by 30th April
	Improvement by eliciting feedback on performance
PWD has expectation from users:-
	Co-operation with maintenance staff
	No unauthorized additions/alterations in the premises
	Use premises for its bonafide purpose
	No tampering/overloading the equipment/installations
	Care for public property
	Restore premises and produce 'no dues' for water supply and electricity on vacation of premises
	Keep informed senior officers of the grievances not attended

All written requests/complaints will be acknowledged within a week from the date of their receipts followed by an interim reply on progress,development and completion of the jobs wherever feasible and possible within one month.