DJB introduces online complaint registration

Tribune News Service

New Delhi, February 23

Taking a leap towards improving its Public Grievance Redressal System, the Delhi Jal Board has launched an online complaint registration and status check facility through which the consumers can register their complaints through the DJB website. 

This is an additional facility to the previously launched IT-based 24x7 call centre through 1916 (toll free) and a mobile application through which consumers can lodge their complaints and track the status online.

The new system will improve the efficiency and services of DJB and will help in keeping a real-time track of consumer complaints. The consumers can register any complaint concerning water and wastewater through the available platforms. Once the complaint is registered, the complainant will receive an acknowledgement through an SMS, Email or a phone call.

There will be a track record of all telephone calls, mails and SMS for follow-up. There is a provision for automatic escalation of complaints, if the complaints are not redressed in a time-bound manner.

In fact, the Consumer Redressal Management has been designed in such a way that the complaints can be tracked at any time by the officers concerned. 

All the junior engineers have been directed to attend to the complaints personally and on priority. The complaints pertaining to water supply, request for tankers, water contamination etc. are required to be addressed in the minimum time, and before closing any complaints, an attempt will be made by the concerned officer of DJB to interact with the complainant and confirm that the problem has been satisfactorily resolved. 

Stating that all the complaints are being monitored by the senior officials, including the CEO, DJB, on a daily basis, DJB officials said the water board hopes the initiative will bring in more transparency and accountability in the system and will play a vital role in building a cordial relationship between DJB and the citizens of Delhi. 

"It is hoped that this initiative will encourage an enhanced customer experience for DJB's consumers," they said. 

DJB encourages its consumers to provide their feedback, based on their use of the DJB Website (www.delhijalboard.nic.in) or the 24x7 call centre or the Mobile App. This will help DJB to provide the best-in-class consumer experience.