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DJB launches new complaint scheme

Staff Reporter

Now SMS 7575 for water, sewer woes

NEW DELHI: Aimed at reducing the response time in solving the grievances of consumers, the Delhi Jal Board on Tuesday launched a new facility to register complaints relating to water and sewer through SMS. The service was launched by the DJB's Vice-Chairperson, Anjali Rai, in the presence of the water utility's Chief Operating Officer, Rakesh Mohan.

Stating that it was a pilot project, the purview of which would be increased after studying the response from consumers, Mr. Mohan said it was just an additional facility for consumers apart from the other methods of lodging a complaint. The new service would ensure instant registration of complaints that would then be transferred to the DJB's website.

According to Mr. Mohan, to lodge a complaint a consumer only needs to send in an SMS to 7575 informing about his problem. He would get an acknowledgement on his mobile phone followed by another message informing about his complaint number.

Then the complainant will get a phone call from the call centre asking for details.

For instance, a consumer wanting to lodge a complaint about non-availability of water just need to SMS "DJB W". Similarly, for getting a water tanker the SMS would be "DJB T", for contaminated water supply "DJB C", for water leakage "DJB L", for sewer blockage "DJB B" and for missing manhole cover "DJB M". "Even if a consumer forgets to mention his problem and just send SMS writing "DJB", he would get a call from the call centre asking details about his problems," the CEO said. "All our 25 zonal control rooms and a central control room are linked with our website. On receiving a complaint the entire problem of a complainant will be registered on the website. All control rooms will monitor the website every hour and look for complaints. Immediately, the zonal office concerned will start the process for complaint redressal, ensuring that all grievances are addressed at the earliest," said Mr. Mohan.

The DJB CEO also informed that from the next month onwards, the water utility would start its "call centre facility" with a dedicated telephone number for consumers to register their water and sewer complaints.

He also said the DJB was ready with an action plan to ensure that people do not face any water crisis during this summer. Claiming that availability of water would be much better, he said the water utility now has over 2,000 tankers to supply water to consumers in case of an emergency.

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