NAGPUR: The civic body and private water operator Orange City Water Limited (OCWL) have started informing customers that all complaints regarding water supply will take at least four days to be addressed. The notice also informs that OCWL will not be responsible for supplying water through tankers in case of interruption in water supply, asking citizens facing severe water crisis during summer to pay for supply through tankers.

Nagpur Municipal Corporation (NMC) leaders have condemned the move and termed it anti-public.

Citizens lodging complaints with OCWL helpline have recently been told that it would take four working days to resolve the problems. The staffers said, "We have been directed to convey this information. It is not mandatory for us to resolve problems within four working days. Water tanker will not be provided in network areas. You will have to pay for water tanker if required."

Following regular complaints from Mecosabagh Christian colony, this correspondent lodged a complaint with OCWL helpline on April 10, on behalf of a colony resident. The above reply was given by the staffers attending to the call. Shockingly, the complaint had not been attended till April 14 evening. This correspondent contacted the helpline again to find the status of the complaint, only to be told the case had been closed. After some arguing the case was reopened and an engineer may inspect the fault on Monday.

Justifying OCWL orders, NMC officiating executive engineer Azizur Rehman told TOI it was according to the time period given in citizens' charter. "But OCWL will have to supply water through tanker in case of complaint," he said.

Describing it as unfortunate, NMC leader of opposition Vikas Thakre said this was the disadvantage of handing over water supply to private operators. "Citizens cannot bear without water for over 24 hours. OCWL has miserably failed to maintain water supply and should be removed. NMC roped in the company to benefit from foreign expertise. But water problems have aggravated since water supply was handed over to the private firm," he said.

Slamming OCWL, leader of ruling party Praveen Datke said directives have been given to address complaints within 24 hours. "Water supply is very sensitive and such orders do not stand in civic services. We are committed to ensure proper water supply. Works have to be executed according to the citizens' convenience and not of OCWL. NMC is also appointing zone-wise teams soon. We will receive complaints and get work done by OCWL," he said.