To decentralise administration and settle day-to-day complaints of citizens nearer their homes, entire MCD area has been divided into 12 zones. Complaints relating to insanitation, removal of dead animals, repairing of potholes, dangerous buildings, felling of trees on roads, stagnation of water, unauthorised constructions etc. can be lodged there for redressal.

The Municipal Corporation of Delhi has always given great importance to the speedy removal of public complaints, difficulties and grievances personally brought to the notice of the authorities by the citizens or referred by Lt. Governor's Office or voiced through the Press or complaints forwarded through their representatives like MPs, MLAs and Municipal Councillors. A foolproof machinery has been set-up to attend to all such complaints. To decentralise citizens nearer their home, entire MCD area has been divided into 12 Zones.

Citizens' representatives in the Corporation, namely Councillors are always approachable for removal of grievances. Mayor; Deputy Mayor; Chairman, Standing Committee and Chairman of Wards and other Committees meet public for hearing their grievances on fixed days and time. Leader of the House and Opposition also meet a large number of deputations and individual citizens.

The Additional Commissioners, at the headquarter, Deputy Commissioners in Zones, Zonal and other Senior Officers hold public hearing in their respective offices during notified fixed one hour every working day. The Commissioner himself meets a large number of citizens having grievances on every Friday from 12.00 noon to 1.00 p.m. In case he is preoccupied elsewhere, the public hearing is taken up by a Senior Officer.

The citizens may contact either in person or on telephone the Assistant Public Relations Officer at Town Hall or Assistant Public Relations Officer in their respective Zone during office hours for any civic complaint. A 24 hours Control Room works at Town Hall for this. During the monsoons, from late June to September end all the Zonal Control Rooms are made functional round-the-clock.