Bheema.Upadhyaya - 6 May, 2010 | Bangalore | egovernance | governance | BMTC | BBMP | BESCOM | Citizen Reports | BSNL

I just happened to create a single link for  online complaint systems for Bangalore utilities. Just to make it at one place for me to start with. Even though it is not user friendly, it brings all complaint forms together. 

Request prajas to use if found suitable. I may put some more effort if someone wants improvements.With my trial complaints with BBMP I learned following: (I have indicated this in earlier posts somewhere, but I repeat)

1. If you post complaints which effects to you as a person , household the complaint will be attended immediatly. Example: Lifting garbage which is illegally dumped in front of your house, rainwater clogged in front of your house, you want DDT to be sprayed in front of your house. On the contrary, if your complaint has a scope of entire community it has less chance of attending. For example : You say footpath repair needed for 6th cross, mosquito problem in your area etc. This may require different path , like,  working with your corporator.
2. If your complaint is targeting your neighbors (who dont care about neighborhood) then there is chance that it may not be taken easily. It seems they think it should be resolved by mutual discussions or fighting :) Even a BBMP staff indirectly suggested a fight :)
3. If your complaint involves multiple departments and requires co-ordination, then there is a chance of delayed action, un-coordinated action, no actions at all . Mostly tasks will be made as ball games and blame games.
4. If by chance, your complaint involves complex things and requires action from an individual ( example BBMP assistance engineer, BESCOM junior engineer), complaints will be almost IMMEDIATLY closed once they give you the respective individual/office contact number. Probably this is to avoid interference of complaint managers in their "business"(Yes , you guessed it right. It may be waiting for your donations).

Some more points may come out if others can share their experiences.  

Few tips while filing complaints or calling:

1. Note down date and time when you call.
2. Ask for complaint number. I would suggest you to complain via internet, because some systems give you complaint number immediately, while telephone helpdesk may not provide you the number unless you demand. Some internet based systems provide you updates regarding status via SMS or you check via internet again. If you did not get the complaint/tracking number you are lost.
3. Get the name of person whom you talked.
4. Try to call number which belongs to your area. If you call central numbers, it will take more time to reach.
5. Ask for date and time when action will be taken, who is going to attend, their contact numbers. 
6. Ask if any contractor is involved , ask them to instruct contractor well.
7. While complaining, be specific. Give your correct address and directions. Some people have difficulties in finding you, even they work for your area !
8. Leave your mobile number with them. Many times if they are unable to contact you, your complaint will be kept pending with status "Waiting for customer" or similar status.
9. Try to be present physically and mentally when your problem is being attended. Else there are chances of eyewash :)
10. Finally, dont forget to reward acknowledge good work done, after all they are human beings ! :)

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