OFFICE OF THE ENGINEER-IN-CHIEF, é PUBLIC HEALTH ODISHA, BHUBANESWAR To v0 9526 80 8.16 ‘The General Manager (Admn) OCAC, Bhubaneswar Sub: Use of escalation procedure for consumer complaint and its redressal through “Sanjog Helpline"by PHEO for Complaint registration and redressal. Sir, In accordance to the discussion had with you in the office of CSM techaglogigs on dt. 19.05.2016 the escalation procedure for consumer complaint and its redressal, along with fentification of complaints’ of water supply and sewerage system for category and sub-categories in respect of 112 nos ULBs of Odisha is narrated below. + Escalation procedure of consumer complaint and its redressal_ C_Da74? SI_ | User ype(level of officer) Time line for redressal. | Escalation after (Days) 1___[JEIAE 2 2 2 | AEE/DEE. 4 é 3 Ee 6 12 41S, 8 20 SCE 10 30 6 | ElCiCommissioner-cum- secretary [12 + ‘+ Category and sub-categories of complaints SLNo. | Category \Sub-categories 1 | Water Supply INo Power Supply to pumping unit IMotor Working but No Water INo water at all lLow water pressure Polluted /coloured water suppl (Repair of stand post platform [Broken Stand Post Water Leakage (Contaminated Raw Water lErratic time of water supply lWastage of water through stand post liiegal use of booster pump linadequate pressure in pipe line Iain pipe line leakage at road side hlorine gas leakage |Hand pump tube well not working ILeakage from valve & specials 2 ‘Sewerage ‘System lLatrine over flowing ‘Sewerage Line chocked (Over flow from Manhole Leters_N_8.d06-9[sewerage Line Leakage IMeter and biling [Excess bill and verification rong, Biling INo water bill & correction of consumer name [pil Rebate Water and [Biling without Connection 3 |_ Sewerage [Disconnected but stil running bill Billing Syst°™ ownership Transfer Monthly bil not received correction of address wrong SMS towards payment [False bil [sanction of Water Supply or Sewerage but not yet operated washing of roof top tankc Leakage in rf top tank Piping damaged from roof top tank Ball cock to be replaced Basin damaged «| Sar or ieee Household [Shower leaking [Motor Working but No Water lrap damaged Icommade damaged cistern Leakage kitchen Sink not working (Gully trap choked Ttis therefore requested that gacessary arrangement may please be made in the existing application for facilitating the above service irfinterest of general public Yours faithfully u ief (P.H) Memo No. PS27 jor. Qors-/6 Copy submitied to the Commissioner-cum-Secretary to Govt, Housinggand Upan Development Deptt Odisha, Bhubaneswar for kind information. if MemoNo. L528 _jn190-5:/4 Copy forwarded to all Superintending Engineer, PH Circles / all Executive Engineer, PH Divisions / Sri Sarat Ch. Mishra of this office / Sri U.Samal, DEE, SDO Rent, Bhubaneswar for information and necessary action ei Chidt (PH) eters N_8.doe- 100,