The Hyderabad Metropolitan Water Supply & Sewerage Board has requested citizens to lodge their complaints on its
Facebook page.
According to an HMWSSB official, its recently launched Facebook page has been receiving good response.
He also quoted a few examples to claim that consumers' grievances are being resolved within a few hours.
"I saw a pipe leaking in my colony lane. I registered a complaint on Facebook, and within a few minutes, officials replied saying that the complaint would be solved, and they gave me a registration number. Later, within a day, the pipe was repaired and updates were posted on Facebook. I felt that this is indeed the best way to communicate directly with the officials and get our problem solved," says Shonita Joshi, a Google employee.
On 26 October at 10.55pm, Ruzbhay Bapooji from Marredpally area posted a message on the page about a water cess issue. At 11.25pm, MCC of HMWSSB responded with a satisfactory reply and advised him to contact area manager Marredpally for further help. Bapooji texted back asking for the name and the phone number of the area manager, and at 12.25 am he got the name, Jameel, and his phone number.
"It's too sweet to be true," wrote another consumer, who had a similar story to tell of prompt service and a happy mind.
The official admitted that in the pre-Facebook times of HMWSSB, it would usually take endless calls and pleas before anybody responded. And, if someone did respond, it would not mean that the problem would be solved.
"Today, with the help of the popular social network, the Board has established a complaint and track system, improving upon the Hyderabad City Traffic wing, from whom the Board had taken inspiration to bridge the digital gap between the Board and its customers," said the official. (INN)