HOW DO I COMPLAIN TO DJB?

When it comes to dealing with public utilities, like water supply, one expects seamless services and prompt redressal of grievances. However, things don't always go as planned, and you may find yourself facing issues with your water connection or billing. If you reside in Delhi, and are facing such problems with the Delhi Jal Board (DJB), this comprehensive guide will help you navigate the process of filing a complaint effectively.

Understanding the Channels for Complaints

The DJB has made it convenient for its consumers to register complaints through various channels, ensuring that your concerns are heard and addressed promptly.

1. Online Portal:

   • Log in to the DJB's official website and navigate to the 'Consumer Corner' section.
   • Click on 'Register Complaint' and provide your consumer number, registered mobile number, and email address.
   • Select the appropriate category and subcategory for your complaint, along with a detailed description of the issue.
   • Attach supporting documents, such as images or scanned copies of relevant bills, if applicable.
   • Submit the complaint and note down the unique complaint number generated for future reference.

2. Mobile Application:

   • Download and install the 'DJB Mobile App' from the Google Play Store or Apple App Store.
   • Register or log in using your consumer number and registered mobile number.
   • Select the 'Register Complaint' option and follow the steps mentioned above to provide details of your complaint.

3. Customer Care Center:

   • Dial the DJB's 24×7 Customer Care Center at 1916 or 011-23527679.
   • Provide your consumer number and details of your complaint to the customer care executive.
   • The executive will register your complaint and provide you with a complaint number.

4. Walk-in at DJB Office:

   • Visit the nearest DJB office during working hours.
   • Meet with a customer service representative and provide them with your consumer number and details of your complaint.
   • The representative will register your complaint and provide you with a complaint number.

Following Up on Your Complaint

Once you have registered your complaint, you can track its status online or through the mobile app using your complaint number. The DJB aims to resolve complaints within a stipulated timeframe, but this may vary depending on the nature and complexity of the issue.

1. Regularly Check the Complaint Status:

   • Keep an eye on the status of your complaint by logging into the DJB's online portal or mobile app.
   • If the status is marked as 'Resolved,' you can expect a resolution shortly.

2. Contact Customer Care for Updates:

   • If you don't see any progress on your complaint after a reasonable period, call the DJB's Customer Care Center at 1916 or 011-23527679.
   • Provide your complaint number and inquire about the status and expected resolution timeline.

3. Escalate the Complaint if Needed:

   • If you are dissatisfied with the resolution provided or if your complaint remains unresolved for an extended period, you can escalate the matter to higher authorities.
   • Write a detailed email to the DJB's Grievance Redressal Officer, explaining the issue and the lack of resolution.
   • You can also visit the DJB's head office and meet with senior officials to discuss your complaint.

Conclusion

Filing a complaint with the Delhi Jal Board is a straightforward process, thanks to the various channels available. Whether you choose to do it online, through the mobile app, by calling customer care, or by visiting a DJB office, ensure you provide accurate information and supporting documents to expedite the resolution. Regular follow-ups and escalation, if necessary, can help you get your issue resolved promptly.

Frequently Asked Questions

1. What is the quickest way to register a complaint with DJB?

   • The quickest way is to register your complaint online through the DJB's website or mobile app.

2. Can I track the status of my complaint online?

   • Yes, you can track the status of your complaint by logging into the DJB's online portal or mobile app using your complaint number.

3. What should I do if my complaint remains unresolved for a long time?

   • Contact the DJB's Customer Care Center or visit the nearest DJB office to inquire about the status and expected resolution timeline. If you are still not satisfied, you can escalate the matter to higher authorities.

4. Can I file a complaint on behalf of someone else?

   • Yes, you can file a complaint on behalf of someone else, provided you have their consent and the necessary information, such as their consumer number and details of the issue.

5. Is there a fee for filing a complaint with DJB?

   • No, filing a complaint with DJB is free of charge.