MUMBAI: The BMC, which is the country’s richest civic body with a
budget of around Rs 25,000 crore, took 19 days on average last year to
resolve a complaint, revealed a study released by the NGO Praja on
Tuesday. In 2015, civic officials needed a fortnight to redress
grievances.

Despite the considerable resources at its disposal, the civic body
seems to be cutting a sorry figure with the number of civic complaints
rising by 32% from 2015 to 2016. The NGO’s study found that out of the
total 81,555 complaints received in 2016, action was not taken in 42%
cases.

Another finding was that in L ward (Kurla, Sakinaka), which saw the
highest number of civic complaints (7,498), action was taken in 53%
cases and only 29% plaints were convincingly resolved. Meanwhile plans
are afoot, to carve out a new ward out of the existing L ward in an
attempt to provide better civic services.

Populous areas in the western suburbs were also at the receiving end
of civic apathy. In 2016, K West (Andheri, Oshiwara, Versova) and K East
(Jogeshwari) wards witnessed 6,374 and 5,901 complaints. While roads
get a lion’s share of civic funds, Mumbaikars are unhappy with the
city’s motorways. In 2016, as many as 13,475 complaints were received in
connection with Mumbai’s roads. Citizens have also a gripe with
crumbling drainage networks and deteriorating management of solid waste
and water supply. However, there has been a gradual decrease in the
total number of complaints registered in connection with pockmarked
roads; from 27% in 2014, the grievances fell to 20% in 2015 and 17% last
year. Nitai Mehta, founder and managing trustee of NGO Praja
Foundation, pointed that there is no effective tool for Mumbaikars to
complain about the condition of roads that has led to a drop in the
number of complaints.