Complaints about tankers, burst pipelines: Amid Delhi water crisis, DJB control room fields calls non-stop

“6-8-8…,” the official continues to share the mobile number of the complainant but has to speak loudly to not let his words get lost in the ringing of telephones and shouts. Six other employees, who are in the 8 am to 4 pm shift, are working without a break to attend to consumer calls related to water tankers, burst pipelines, water contamination and so on.

The CCR, manned by 16 employees, has become the most sought-after body by the public to approach during the water crisis.

In the early hours of Friday, Water Minister Atishi assured immediate relief to a complainant who did not receive a DJB tanker and had been relying on a private one that has been charging him Rs 3,000. Bhupender Yadav, the family member of the complainant, says, “The complaint had been pending for a month but today it got solved.”

The CCR’s functioning is crucial to providing such relief.

How does it work?

Inside the CCR, located in a small cubicle on the topmost floor of the DJB headquarters, staff members are hunched over telephones. Three of them attend to consumer calls and then forward them to the officials concerned. “Madam, yesterday I made sure it was resolved. Please check…,” an official says while attending a call.

Next to them are piles of records of complaints as well as sheets taped to the wall listing several colonies of Delhi with the names and contact details of assistant, executive and junior engineers in charge.

It receives an average of 3,000-4,000 calls a day. It is the nodal point for 28 water emergency centres across Delhi and directs calls to officials concerned as per the area where the complaint is based.

The CCR has designed its complaints redressal mechanism for a speedy response via its helpline, 1916/1800117118. An interactive response system initiated by a call centre executive asks consumers the nature of their complaint — water, sewer, tankers and septic tanks. A unique reference number for the complaint is generated and sent to the complainant and the officer concerned.

The resolution time depends on the nature of the complaint — from 8 hours to 3 days. For instance, complaints about contaminated water need to be resolved in 24 hours while issues about road pits can be given 72 hours. In the case of water tankers, as per a tentative timeline, 48 hours is allocated for resolution.

The Quick Response Team deployed on June 12 by the Water Minister oversees the progress of the reports and can initiate direct action in case of delay in complaint redressal.

There is never an end to the commotion though. “Calls keep coming and coming through the year. During winter, we lodge a high number of cases for pipeline bursts because the water usage changes (decreases),” says an employee.

Ensuring the DJB’s water tankers reach their designated location is another crucial task after they are deployed from the water emergency centres and the presence of chlorine is confirmed to ensure it is fit for consumption. Superintending engineers (maintenance) are mandated to submit daily reports on deployment and water tanker operations to the CCR each day at noon to ensure the efficient execution of the Summer Action Plan.

There is also a GPS tracking mechanism to flag concerns connected to the DJB (hired and private) water tankers and to make sure they complete their trips in their designated supply locations.

It’s not just consumers having a difficult time.“We get several angry consumers… Despite the challenge this poses, we speak politely because people on the other end are distressed and we have to make sure the problems are resolved,” said an official who didn’t wish to be named.

A source said staff expansion is being considered given the surge in complaints for non-availability of water, among other issues, and few people to handle them.