Citizen Charter & Civic Rights
Understanding municipal service standards, statutory rights under RTS Maharashtra, and PuneSetu resolution targets.
Important Legal Distinction: RTS Services vs. Civic Grievances
Understanding the jurisdictional and legal boundary between statutory notified services and physical civic complaints.
Maharashtra Right to Public Services Act, 2015
Statutory Notified Services (RTS): Certificates, permissions, and licenses (e.g. Birth/Death certificate, Water NOC) with legally mandated time limits set by Maharashtra State Commission for Right to Public Services (MCRPS).
- Birth & Death Certificates
- Water & Sewer Connection Sanctions
- Trade Licenses & Building Plan NOCs
- Statutory First & Second Appellate Tribunal
Physical Municipal Infrastructure Operations
Municipal Civic Grievances (PuneSetu): Physical infrastructure defects (potholes, garbage, sewage overflow) handled through PMC engineering departments with internal municipal SLA targets.
- Road Potholes & Asphalt Maintenance
- Solid Waste & Overflowing Community Bins
- Sewer Line Blockage & Stormwater Drainage
- Streetlight Failures & Live Electrical Hazards
Frequently Asked Legal Questions
Q: Is every civic complaint guaranteed to be solved in 21 days under RTS?
No. The RTS Act strictly applies to specific legally notified services (such as certificates and permits). Physical grievances (e.g. repaving a damaged road or replacing a sewer line) are municipal works governed by Pune Municipal Corporation internal SLA targets and engineering work orders.
Q: What happens if an official ignores a PuneSetu grievance?
PuneSetu enforces automated SLA deadline tracking. Once an issue breaches its target resolution window by 48 hours, it is automatically flagged for Administrative Review in the Municipal Command Center, and the citizen gains the right to file an official escalation appeal.