EXCLUSIVE : Ramky Enviro must set up toll-free garbage complaints line in Chennai

Setting up a grievance redressal-cum-monitoring cell to receive complaints relating to garbage is among the conditions  in the legal agreement signed by the Corporation of Chennai and Ramky Enviro Engineers for collection, segregation, transportation and disposal of municipal waste in new zones IX, X and XIII.

Although such a condition was included in the agreement with Neel Metal Fanalca earlier, it was not operationalised by the Corporation.

In the case of Ramky Enviro, the company is required to operate a toll-free telephone line for addressing citizens’ grievances.  The full copy of the agreement obtained by this blog under the Right to Information Act stipulates that the Concessionaire must meet other conditions also to arrive at the “Gross Admissible Payment”.

Other key aspects of the CoC – Ramky Enviro agreement are:

The handling of garbage will be monitored with a “visual aspect” involving photography of specific sites and some randomly chosen sites.

Ramky Enviro must follow the Municipal Solid Waste (Management and Handling) Rules, 2000

The Concessionaire must use compactor vehicles, and tricycles for doorstep collection of waste duly segregated.

CoC will form dedicated teams of officials comprising Executive Engineers of the zones for the area covered, who will be headed by the Zonal Officer – designated as Project Officer to implement the Agreement provisions.

The scope of work requires Ramky Enviro to perform door-to-door collection of segregated MSW, including but not limited to residential houses, flats/apartments, group houses, commercial complexes, slums/slum tenements, institutions, places of worship, slaughter houses, makets, office complexes and beach service roads and any other roads specifically directed by CoC.

Collection and transportation of segregated bio-degradable and non-biodegradable wastes without mixing, to transfer stations or directly for disposal to designated dumping grounds.

Road/street sweeping with brooms, brushes and collection, removal, transportation ad disposal of road dust and transportation of silt deposited during de-silting of storm water drains as per the specific written request by the Project Officer, but shall not include collection, removal, transportation and disposal of debris, construction and demolition debris and mud earth.

Removal of dead animals and cow dung

Performance of services in the proposed zones conforming to the provisions of MSW Rules 2000 as amended from time to time.

“Segregation” is defined in the Agreement as having the meaning ascribed under the MSW Rules 2000, i.e., to separate the MSW into groups of organic, inorganic, recyclables, and hazardous wastes and includes segregation of MSW by the waste collectors engaged by the concessionaire from households while receiving MSW from the households.

Period of Concession to Ramky Enviro Engineers

The Agreement states that the concession is granted for a period of seven years commencing from the CoD (Commencement Operations Date) and ending on the Expiry Date. In the event of termination,the concession period shall mean and be limited to the period commencing from the CoD and ending with the termination date.

Gross Admissible Payment (GAP)

The Gross Admissible Payment is arrived at in three parts as described below:

Part I – Quantitative Payment: It comprises of first 50 per cent of the Gross payment to the concessionaire. It is arrived by assessing the total weight of the MSW disposed of in the landfill site after meeting alll the agreement conditions. The tipping fee will be multiplied by the TPD and 50 per cent of it is the Gross Admissible Payment, Part I.

The remaining two parts are for the 50 per cent remaining payment. It is based on the weightage obtained through Qualitative Assessment. It is arrived in 2 parts (Part II and Part III) 25 per cent each.

Part II – (25 per cent) – Visual Qualitative Assessment : The 25 per cent bill amount will be worked out based the weightage obtained by the Concessionaire in the monthly abstract format for the qualitative performance of the concessionaire for visual aspects of work.It is assessed through the photographs captured in designated locations as mentioned in the article number 8.3.1 of the concession agreement. Annexure II contains daily calculation format of Annexure IV contains monthly weightage deduction format for Part II (25 per cent) payment.

Part III  (25 per cent) – Last and remaining 25 per cent bill amount will be worked out based on the weightage obtained by the Concessionaire in the monthly abstract foormat for the quality of deployment. This part is based on the evaluation of the vehicle march out, response to public complaints and MSW transport in haulage vehicles etc as shown in the illustration in Annexure VI.

Grievance Redressal cell-cum-Monitoring Centre

The centre with a toll free telephone line will be manned from 8 a.m. to 6 p.m. and should be automated to record grievances at all other times.

Any grievance so received between 6 a.m. and 6 p.m. shall be treated as the complaint received on that day and shall be rectified by the concessionaire wiithin 6 Project Design Specification (PDS) approved hours of the receipt of such grievances at the grievance cell. Any grievance no redressed within 6 hours on receipt of the same will be subjected to qualitative performance evaluation.

There shall be levied no penalty for non-redressal of complaints within 6 hours for the initiative calendar month of the concession period if the concerned Project Officer is of the opinion that it is necessary during the transition /takover period of concession work.

Such grievance cell shall be monitored by the Project Officer or any other officer authorized by him in this behalf vide Annexure III-A

It shall be the responsibility of the Concessionaire to prove each and every complaint is recorded and remedied. The decision of the CoC on the point that whether a complaint is redressed or not is final and binding on the Concessionaire.

In case if the Concessionaire claim that a particular complaint received in the complaint cell could not be redressed at all or till a particular period, the decision of the Project Officer is final and binding as to the nature of the complaint that it could be redressed or could not be redressed.

Performance Evaluation

The Qualitative Performance evaluation of work will be done on a daily basis and abstract of the monthly performance evaluation of Concessionaire for qualitative evaluation will be arrived at in Annexure IV and V.

The qualitative evaluation of work will be carried out in two aspects. First, is evaluation on visual aspects and the second is based on vehicle deployment, manpower deployment, materials deployment,and other aspects.


There will be penalties or fines for the default or deficiency of serviceby the Concessionaire for various types of deficiencies broadly classified as major and minor penalties. The penalties are specified on the percentage of monthly gross bill amount admitted for making payment to the Concessionaire.

Major penalty

Failure to redress a complaint for more than 48 hours-upto 10 complaints 0.5 per cent
above 10 complaints 1 per cent
In case vehicle is found carrying debris / silt-2 per cent
Complete failure to collect and transport waste/day-1 per cent
Failure to provide uniform to workers, drivers, cleaners- 0.5 per cent
Failure to provide safety gear to staff, employees-0.5 per cent
Failure to register public complaints-0.5 per cent
Not maintaining transfer stations, workshops
labour rest rooms- 0.5 per cent

The penalty levy will be fixed every day by the Project Officer of the concerned zones for minor as well as major and will be restricted to 10 per cent put together and monthly abstract will be prepared for levy of penalty for major and minor will be restricted to 10 per cent.