Gandhinagar (Gujarat) [India]: Once plagued by severe water scarcity, Gujarat has now transformed into a “Water-rich State” through strategic planning and governance under the leadership of Prime Minister Narendra Modi and Chief Minister Bhupendra Patel, the Chief Minister’s Office announced in a press release on Saturday.
The Water Supply Department of Gujarat has successfully resolved over 99% of rural water supply complaints, thanks to initiatives like the dedicated toll-free helpline 1916, which enables residents to report issues and provide feedback.
Key Figures from the Water Grievance Redressal System:
- Total complaints received (since launch): 2,22,116
- Total complaints resolved: 2,21,364 (99.66% resolution rate)
- Complaints in 2023-24: 89,410 (resolved: 88,992, i.e., 99.53%)
- Complaints from Jan 2024 – Mar 2025: 65,553 (resolved: 65,509, i.e., 99.93%)
How the System Works:
- Complaint Registration: Villagers call 1916 to lodge water-related grievances.
- Tracking & Resolution: Details are uploaded to the ERP portal and a complaint number is issued via SMS and email.
- Field Action: A local officer is notified and resolves the issue, typically within 48 hours.
- Closure & Feedback: Once resolved, the system updates the status, and the department contacts the complainant for feedback.
Types of Complaints Handled:
- Lack of water supply
- Pipeline leakage
- Poor water quality
- Borewell malfunction
- Pumping machinery repairs
- Disruption in water supply schemes
- Water theft
- Solar panel and hand pump maintenance
This robust redressal mechanism reflects the state’s technological integration, rapid response, and public accountability in addressing rural water issues.