The BBMP complaint cell failed to solve the complaints of the citizens within 30 minutes—the deadline set by it to figure out the issue.
By Bibek Baidya
The complaint cell of Bruhat Bangalore Mahanagar Palike (BBMP) had assured to provide solution for an issue within 30 minutes of receiving a complaint and take an action against it in two days, but it failed to do so.
The complaint cell has almost 10435 unresolved complaints between December 2019 and March 2020. Tathagatha, a resident of Rajarajeswari Nagar, complained about a road damage which caused congestion. He said, “BBMP has not taken any action on the complaint yet. I called the officials several times but didn’t receive any response from them.”
In 2009, BBMP opened a complaint cell for people to lodge a complaint if necessary. The complaints vary from garbage dumping, road blockage, street light problems to loud music.
Mr. Nataraj.K. BBMP complain cell department, Maleshwaram said, “Our job is to lodge a complaint, and we usually respond within two days through a call or message. After that we pass the complaint to the head office. The head office or regional office is then expected to solve the complaint. ”
According to BBMP, the cell should respond within 30 minutes of receiving a complaint and resolve it in 2 days along with submitting a report to the head office for a quick action. Mr. K B Rathanama from the BBMP Welfare Department said, “Our complaint register team lodges the complaint and zonal department reports them to us. After that we lodge the complaints. Usually we look at the issue in a larger picture rather than looking at the problem in small scale and try to solve it as a whole.”
Regarding the pending unsolved complaints, he said, “We will look after those pending problems and our team is working on that.”
Revathy Ashok, CEO of Bangalore Political Action Committee (B.PAC) said “The problem is same everywhere and the government is least concerned about these issues. So the regional officer should be more concerned about filing the complaints to the head office. Also, transparency in the system is also required to get the solution.”