New Delhi: Multiplicity of authorities is still a problem for Delhiites in securing civic services and a unified complaints management system is urgently required to resolve the issue, stated a report on the status of civic issues released by Praja Foundation on Tuesday. The system of online complaints also needs major overhauling, the NGO’s latest annual report pointed out.
“Multiple complaint touch points, including multiple phone numbers, applications and different jurisdictions, create major confusion. The systems are not laid out properly, which is why majority of time residents end up sending the complaints to the wrong department and it remains unaddressed,” said Yogesh Mishra, research and data head of Praja Foundation.
Recommending a citizen-centric approach, Mishra said, “Civic bodies’ complaint management systems do not have a mechanism to track the status of complaints. Further, the action-taken reports are not generated in the corporations’ complaints system while the ATRs generated by Delhi Jal Board (DJB) are not shared with the citizens.”
Water leads among the sectors that have seen an increase in the number of complaints, according to the NGO. Out of the total 3,36,868 complaints lodged last year, DJB’s share is 2.3 lakh, out of which 1.4 lakh were related to no water, short supply, leakage of pipelines, tanker supply, contamination and other factors such as low pressure and unauthorised connection. Although out of around 2 lakh samples…