PUBLIC GRIEVANCE REDRESSAL MECHANISM
DELHI JAL BOARD
Complaints in Delhi Jal Board are lodged at Water Emergencies
through website of CM’s ‘Aap Ki Sunwai’, ‘LG’s listening post, ‘SMS’,
‘Police Control Room Hotline and ‘Central Control Room’. There are
25(twenty five) Water Emergencies which are situated centrally in different
zonal areas. The detailed list of these water emergencies together with the
name of concerned Junior Engineers, Zonal Engineers and Executive
Engineers and Zonal Revenue Officers with their contact numbers is given
in ‘Annexure I’. The complaints are lodged at these water emergencies
either in person or through telephone/website.
1. Central Control Room : The complaints at the Central Control Room
(CCR) are attended by the Hotline of 1916 having four lines and three
telephones (011-23538495, 23527679, 23513073) and one direct Hotline
through Police Control Room. The Mobile number of JE (CCR) is
9650291021. CCR being at the nucleus monitors the 25 water emergencies
regarding the complaints on CM’s and LG’s websites and forwarding those
received directly on hotlines and telephones.
2. Police Control Room: Police Control Room hotline is fixed in CCR Cell
of Delhi Jal Board which operates round the clock. Complaints from Police
Control Room which require urgent action are received through this hotline.
Most of the complaints through this hotline are regarding missing man-hole
cover, un-authorised water connection, un-authorised boring etc. After
receiving the complaints in CCR through this hotline, these are transferred to
concerned water emergency within one hour for taking necessary action.
3. CMs’ Aap Ki Sunwai : To redress the grievance of public against the
departments of Delhi Government and local bodies etc., Hon’ble Chief
Minister of Delhi has opened a website namely “Aap Ki Sunwai”. On this
website (www.155345.in), general public lodges the complaints pertaining
to Delhi Jal Board and different departments. The public can also lodge
different complaints directly through telephone No. 155345. The complaints
of Delhi Jal Board are opened by the Computer Operators posted at different
water emergencies which in turn forward the same to the concerned
engineers. The Computer Operator after taking the feedback from the
concerned officials/ Engineers furnishes the Action Taken Report (ATR) on
the website. The action is taken by the department in three steps:
(a) Firstly it is assigned to the concerned officer who starts work on it and
finally completes the work.
(b) After completion of work the complaint is posted on website as
redressed.
(c) If no action on the complaint is taken by the concerned official
within 21 days from its posting on website, then the complaint is taken
suo moto by the Public Grievance Commission (PGC) for hearing.
4. LG’s Listening Post : LG’s listening post operates through website
(www.155355.nic.in) on which general public can lodge the complaints
pertaining to Delhi Jal Board and various departments of Delhi Government
and local bodies etc. The complaints of Delhi Jal Board are opened by the
Computer Operator of various water emergencies for forwarding the same to
the concerned engineers for necessary action. The computer operator after
taking the feed back from the concerned engineers/officials furnishes the
Action Taken Report (ATR) on the website.
5. SMS : SMS facility has been provided by the Delhi Jal Board to general
public for effectively redressing their complaints in time bound manner.
Moreover, it is more convenient for the consumers to lodge the complaint. In
this mechanism complaint is lodged by the consumer through SMS on
telephone number 54646. The SMS complaints are categorized into the
following categories:
(a) Water not available
DJB(space)W
(b) Water tanker required
DJB(space)T
(C) Water contamination
DJB(space)C
(d) Water leakage
DJB(space)L
(e) For sewer blockage
DJB(Space)B
(f) For missing manhole cover DJB(space)M
(g) For rain Water harvesting DJB(space)R
(h) For meter problem
DJB(space)MT
(i) For billing problem
DJB(space)BL
In addition to making a SMS, consumer can lodge complaint on
website through link posted on main website of DJB (delhjalboard.nic.in).
Call Centre after receiving complaints through SMS or website link contacts
the consumer telephonically for taking the details of consumer and giving
complaints’ number in the form of complaint ID. The Detail of complaints
lodged by consumer are opened through a link called SMS complaints on
website of delhijalboard by computer operators posted in 25 water
emergences who in turn forward the same to the concerned engineers for
attending the complaints promptly. The concerned engineers inform the
computer operator about the redressal of the complaint and computer
operators close the complaints accordingly showing them redressed and
forward the same to call centre. The call centre then confirms the redressal
of the complaints to the consumers.
M/s Mobineers Consultancy Services has been engaged as a
Consultant for the Call Centre and their contact numbers are given Below:
Office: 011-2384087
S.No.
Name
Telephone Nos.
1.
Athar
9910333722
2.
Anjam
9210468116
3.
Parvez
9650334377
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