Now Delhiites can complain about water or sewer issues using Delhi Jal Board’s mobile application. The app, launched on Tuesday as part of the Swachchh Bharat campaign, will immediately generate a message at DJB’s call centre from where it will be forwarded to the respective junior engineer.
The application comes with a provision to upload suggestions and complaints related to dirty water, leakage of water, sewer overflow, missing manhole covers on DJB’s website. The suggestions and complaints received through the mobile application would be forwarded to the area officers concerned for necessary action. The board claims the Android application to ‘user-friendly’, promising to suit the requirements of its consumers.
“There will be a track record of all telephone calls, mails and SMSs for follow up. If complaints are not handled in a time-bound manner, complaints will get automatically escalated to the senior officer concerned after a fixed time limit. To know the status of their complaints, the complainants are also provided with a Unique Reference Number. Status of unattended complaints can be flashed to the top management, if required, who would then take appropriate action,” said an official from DJB.
Along with this, the application offers the facility to upload photographs along with complaints and suggestions.Earlier, as a part of its sustained efforts, the board had launched a centralised 24x7 call centre, with a computerised Complaint Management System, which was made live from September, to provide consumers with a centralised platform, to register their complaints 24x7.
To ensure that complaints are not being shown as resolved without them actually having been addressed, random checks will be carried out by calling complainants to ask for feedback. In fact, even after closure of a complaint, the consumer, who will be informed of the status of the complaint on phone, will have a three-day window to have the complaint reopened if they are not satisfied with the response.