Delhi Jal Board, as a part of its sustained efforts, to increase efficiency and performance, across the system, has launched a centralised 24x7 call centre, with a computerised complain management system, to provide quick and speedy redressal to the public grievances.
The task of setting up this call centre was assigned to ICSIl (Intelligent Communications Systems India limited), an undertaking of the Delhi government. This is a major initiative launched by DJB to streamline its Public Grievance Redressal Process.
The call centre has been set up to provide consumers a platform, wherein, they can register their complaints 24x7. The consumers can register all types of complaints related to water issues, sewer issues or any other problem. Consumers can call at the call centre on 1916, provided by DJB, and lodge their complaints with the call executive. All the complaints registered by the complainants will be automatically diverted to the CCR system of the Board, for necessary action. Complaints made through any existing helpline number will also be diverted to the call centre. Consumers will have the option of registering their complaints both in Hindi as well as English, as per their convenience. All complaints, registered with the call centre, will be forwarded to the concerned official of the DJB who will be bound to take action within a stipulated time. All the action to be taken is time bound and if due to some reason, the complaint is not addressed within the stipulated time, it will automatically get escalated to the concerned Senior Officer. The customer will be provided with a unique reference number which will be mandatory for future references. Once the complaint is registered, the complainant will receive an acknowledgement through SMS, Email and phone call.
All the junior engineers have been directed to attend to the complaints personally and on priority basis. Complaints pertaining to daily life such as water supply, request for tankers, water contamination etc are required to be addressed in minimum time and before closing any complaints, attempt will be made by the concerned officer of DJB to interact with the complainant and confirm that the problem has been satisfactorily resolved.