Delhi Jal Board on Monday launched a centralized 24/7 helpline to provide quick and speedy redressal to public grievances.
Delhi Jal Board’s spokesperson Sanjam Chima elobrated that as a part of its sustained efforts, to increase efficiency and performance across the city such initiative was launched by the board.
The call centre (1916) 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.
Complaints made through any existing helpline number will also be diverted to the centralised 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 complaints will be solved in a time-bound manner 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,’ informed the spokesperson.
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 complaints are being monitored by senior officials on a daily basis.
The call centre is equipped with the latest technology to handle and manage the huge consumer database of the utility. This system will facilitate DJB to maintain records of all the telephone calls, mails and SMSes for follow up and future reference.
‘The consumers can make a call at the centralised helpline, as and when they need. DJB also encourages its consumers to provide feedback on the new system for further improvement in its functioning’, Chima added.