With the rising techno-savvy population, citizens now prefer online platforms to register their civic complaints. In Mumbai, the BMC has provided citizens with digital platforms like WhatsApp chatbot, MCGM website, MyBMC mobile app, and the 1916 helpline. Although it is fairly easy to lodge an online complaint with the BMC, the complaint’s satisfactory resolution is harder.
This year, between January 1 and December 11, the civic body received 53,454 online complaints, with a redressal rate of just 60%. However, citizen activists allege that most of the complaints are closed just on paper, and practically there are barely any long-term resolutions.
According to the data provided by BMC's information technology (IT) department, out of the total 53,454 online complaints, the highest number, 40,288, is received via the MCGM portal, followed by 5,727 via the MyBMC mobile app, 2,736 via the ‘WhatsApp chatbot, and 4,703 via the Solid Waste Management (Garbage) and Storm Water Drains (nullah, flooding) departments’ helpline numbers.
“Online platforms for registering complaints are getting more popular day by day. Citizens prefer using a mobile to complain from any place instead of physically going to civic ward offices. Millennials and Gen Z use platforms like WhatsApp chatbot and MyBMC app, while older people prefer registering complaints via the 1916 helpline and MCGM portal.
The complaints via 1916 are eventually registered on the portal, " an IT department officer said. The officer highlighted that as complaints via 1916 and the MCGM portal require human interference, informing the complainant of the status is not immediate. However, as platforms like WhatsApp chatbot are automated, the complaint redressal update is sent immediately.
As per the BMC, complaints regarding flooding, garbage, water etc, which require immediate action are resolved within 24 hours, while complaints for other departments are resolved within the stipulated time under the citizen charter. As per the civic body’s dashboard numbers, out of a total online 54,454 complaints lodged this year till December 11, the highest complaints are received from K-East (3,736), K-West (3,556) wards, followed by P-North (3,398), L (3,326) and S (2,659) wards.
The data shows that residents from the western suburbs have registered more complaints than the eastern suburbs, while the city is the least. The departments under which the maximum number of complaints are registered are maintenance (12,424), followed by buildings and factory (7755). While, other major departments with a greater number of complaints are water works (6,461), environment (5,872) and encroachment (3,613). The dashboard has a total of 21 departments under which citizens register civic complaints.
