Gandhinagar: The Water Supply Department of Gujarat government has made available the toll free number 1916 service to solve the drinking water problem of the citizens of rural areas. Due to this toll free number service, the people of the rural areas of the state can easily submit their complaints regarding drinking water to the government for solution. The government today in a press release claimed that since the inception of this toll free number 1916 service, more than 99% of the complaints related to drinking water in rural areas of Gujarat have been successfully resolved.

The government stated – A total of 2,22,116 complaints have been registered by the Water Supply Department since the inception of the toll free number 1916 service, out of which 2,21,364 complaints i.e. 99.66% of the complaints have been resolved satisfactorily. In the year 2023-24, 89,410 complaints were registered, out of which 88,992 (99.53%) complaints have been satisfactorily resolved and from January 2024 to March 2025, 65,553 complaints were registered, out of which 65,509 (99.93%) complaints have been satisfactorily resolved.

Villagers complain about drinking water problems on toll free no. 1916. After receiving the complaint from them, the relevant departments like Civil, Mechanical, WASMO are informed about the relevant complaint. After that, the name of the complainant, village, taluka, district, mobile number and detailed information about the complaint are recorded and uploaded online on the ERP portal. After online registration, the complainant is given his complaint number through text message (SMS) and e-mail. Then the details of the complaint are communicated to the Sub-Division Officer of the concerned department of the district from which the complaint has been received through text message (SMS) and e-mail.

After receiving the complaint at the district level, the official visits the place of complaint and resolves the complaint within 48 hours. Once the complaint is resolved, the complaint is resolved in the ERP by the concerned officer. After that, the complainant is informed through text message (SMS) that the complaint has been resolved. The call center of the water supply department also calls the complainant and takes feedback on the work done to resolve the complaint.

Complaints related to rural drinking water schemes such as non-availability of drinking water in the village, leakage in the internal pipeline, malfunction in the borehole, repair of pumping machinery, continuous absence of the operator, non-availability of water from the group scheme, water theft complaints, water quality complaints, mini scheme repairs and solar panel repairs, hand pump repairs, etc. are made on toll free no. 1916, which also brings about immediate resolution of the complaints.DeshGujarat