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Key Points

Gujarat's Water Supply Department has achieved a 99.66% complaint resolution rate for rural drinking water issues. Under CM Bhupendra Patel, the state's toll-free helpline (1916) has processed over 2.2 lakh complaints since inception. The ERP-based system ensures officials address grievances within 48 hours with real-time tracking. This initiative reflects Gujarat's transformation from water-scarce to water-sufficient under Modi and Patel's leadership.

Key Points: Gujarat Resolves 99% Rural Water Complaints Under Bhupendra Patel

  • Over 2.2L complaints resolved since toll-free launch
  • 99.93% resolution rate in 2024
  • 48-hour grievance redressal system
  • ERP portal tracks complaints real-time
2 min read

Water Department resolves over 99 percent of drinking water supply complaints in Gujarat's rural areas

Gujarat's Water Supply Department resolves 99.66% of rural drinking water complaints via toll-free helpline under CM Bhupendra Patel's leadership.

"Gujarat has transformed from water scarcity to 'Water-rich Gujarat' through strategic planning – Chief Minister's Office"

Gandhinagar, April 19

Gujarat's water management and revolution have been crucial to its development. From once facing severe water scarcity, Gujarat is now celebrated as "Water-rich Gujarat" nationwide. Under the leadership of Prime Minister Narendra Modi and Chief Minister Bhupendra Patel, the state has ensured a steady supply of water for drinking, irrigation, and production through strategic planning, the Chief Minister's office said in a press release.

Under the leadership of CM Patel, the Water Supply Department has ensured that all households in Gujarat receive clean drinking water. Setting a successful example of public service delivery and resolving public grievances, more than 99 percent of the complaints related to drinking water supply in the state's rural areas have been successfully resolved. The department has set up a toll-free service number, 1916, for residents of Gujarat's rural areas to register complaints and provide feedback on water supply.

Since the launch of the toll-free number, the Water Supply Department has received 2,22,116 complaints, out of which 2,21,364 (99.66 percent) have been successfully resolved. In 2023-24, 89,410 complaints were registered, and 88,992 (99.53 percent) were addressed. Between January 2024 and March 2025, 65,553 complaints were lodged, with 65,509 (99.93 percent) resolved satisfactorily.

Residents from Gujarat's rural areas can register their complaints related to water supply on the toll-free number 1916. The complaint is eventually forwarded to the relevant departments, such as Civil, Mechanical, and WASMO, among others. Once the details such as the complainant's name, Village, Taluka, District, and Mobile number are uploaded online on the ERP portal, the complainant is provided with a complaint number via text message (SMS) and email.

The concerned official from the respective district division is also notified when a complaint is registered. The officer subsequently visits the site and resolves the complaint within 48 hours, and the status is marked as resolved on the ERP portal. As soon as the ERP portal is updated, the complainant is notified about the resolution of the complaint. To get feedback on the resolution, the department also contacts the complainant to collect feedback.

Complaints related to rural drinking water such as lack of water supply, pipeline leakages, poor water quality, borewell issues, repairs needed in pumping machinery, absence of operators, disruption in group water supply schemes, water theft, and repairs under mini-schemes, solar panels, and hand pumps can be lodged on the toll-free number 1916.

- ANI

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Reader Comments

R
Rajesh P.
This is amazing progress! Our village in Kutch used to struggle with water supply daily. Since last year, any complaint we register gets fixed within a day or two. Big improvement 👏
P
Priya M.
While the numbers look impressive, I hope they're also focusing on long-term solutions. Fixing complaints is good, but preventing them would be better. Maybe invest more in pipeline maintenance?
S
Sunil K.
Used the 1916 number last month when our handpump stopped working. Got an SMS confirmation immediately and the repair team came next morning! Very efficient service 💧
M
Meena D.
As someone who remembers the water tanker days, this transformation is incredible. My children don't believe me when I tell them we used to queue for hours just to get drinking water!
A
Amit R.
The SMS updates make all the difference! No more wondering if/when someone will come to fix the issue. Transparency in government services is so important 👍
K
Kavita S.
My only suggestion would be to extend this system to urban areas too. Our society in Ahmedabad faces frequent water issues but no such quick complaint system exists here.

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