Lockdown effect: Civic complaints down by 27 per cent in Mumbai

At the same time, the average number of days the BMC takes to resolve complaints has climbed from 30 days in 2019 to 39 days in 2020, finds report on status of civic issues by Praja Foundation

The number of complaints to the BMC in 2020 went down by 27 per cent as compared to 2019. The decrease is seen in every issue, especially in case of roads and potholes. At the same time, the number of days to resolve the complaints increased from 30 to 39 days and the proportion of complaints closed came down to 82 per cent from 96 per cent. The information was revealed in a Praja Foundation report that highlights the status of civic issues.

The BMC’s Central Complaints Registration System received 93,774 complaints in 2020 — the highest number of complaints were related to drainage (15,508), followed by buildings (14,712) and water supply (11,855). These numbers are lesser in comparison to 2019.

The maximum fall in complaints is seen in relation to roads where in 2019, 15,239 complaints were received and in 2020, only 6,908 (less than 50 per cent) complaints were received. Similarly, drainage-related complaints reduced from 24,267 (2019) to 15,508 (2020). “The average number of days to resolve a complaint has seen an increase from 30 days in 2019 to 39 days in 2020, showing deteriorated performance of the complaint management system,” said Milind Mhaske, director, Praja Foundation. He added that, although the number of citizen complaints related to water supply decreased, 33 per cent of 11,855 complaints were regarding the shortage of water.

The average number of days to resolve a complaint was 29 days for water and 52 days for sewerage. Whereas, according to the citizens’ charter, the prescribed average number of days to resolve any complaint is three days.

The Swachh Bharat Mission (SBM) prescribes 100 per cent door-to-door collection of waste. While the BMC claims 100 per cent door-to-door collection in 2019-2020, of the 11,595 solid waste management complaints in 2020, 34 per cent were related to garbage not being collected. While the BMC citizens’ charter prescribes one day to solve issues of garbage collection, it took 44 days on average to solve complaints of garbage collection, 45 days for collection point not attended to and 57 days for garbage vehicle not arriving.

“For the effective functioning of government, it is essential to have adequate human resources. But overall, 35 per cent of the posts in BMC were vacant in 2020,” said Nitai Mehta, trustee, Praja Foundation. Key civic departments also have a large number of posts vacant: Education (48 per cent), Storm Water Drains (43 per cent) Roads and Traffic (42 per cent), Water and Sewerage (38 per cent), overall Health Services (38 per cent) and Solid Waste Management (15 per cent).

Ward-wise plaints

>> Complaints regarding roads and drainage are highest in K East (Jogeshwari E, Andheri E, Vileparle E), K West (Jogeshwari W, Andheri W, Vileparle W), L (Kurla) and P North (Malad) wards in 2020
>> Complaints in these wards regarding roads and drainage have been consistently high in the last three years. 
Road complaints are highest in K East (688), K West (511) and P North (502)
>> Drainage complaints are highest in K West (1,424), K East (1,103), L (953) and P North (943)

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