Complaints from citizens to the Brihanmumbai Municipal Corporation (BMC) have increased significantly following the Covid-19 pandemic. In a report released by the non-governmental organization (NGO) Praja, it is revealed that complaints rose from 90,250 in 2021 to over 1.04 lakh in 2022.
Of particular concern is the alarming increase in air pollution complaints, which have risen by four and a half times over the course of a decade.
The report, titled ‘Status of Civic Issues in Mumbai, 2023,’ focuses on the escalating problems related to solid waste management, sewage, air quality, and water bodies in Mumbai. The NGO emphasizes the crucial role of effective collaboration and communication with citizens for the proper functioning of any civic body. This includes implementing a standardized complaint redress mechanism where citizens can register complaints regarding civic issues in their locality, with the civic body assuming responsibility for resolving them in a timely and structured manner.
In 2022, the highest number of complaints related to drainage, buildings, and license matters. While the total number of complaints increased by 15% from 2021 to 2022, the percentage of solved complaints remained constant at 86%. The ward K-W (Andheri-West) registered the highest number of complaints in 2022 (8,667), followed by K-E (Andheri-East; 7,529) and P-N (Malad; 6,910).
The NGO’s findings indicate that, on average, the BMC took 32 days to address complaints concerning drainage, pest control, roads and footpaths, and water supply in 2022. Additionally, the BMC took 64 days to resolve pothole-related complaints and 63 days to repair footpaths. The NGO emphasizes that these delays can lead to accidents and inconvenience, particularly for the elderly and disabled. It took the BMC 31 days to address contaminated water issues and 30 days to tackle water shortages, which may have compelled individuals to resort to unauthorized water sources, risking waterborne diseases and adversely affecting public health.
The NGO emphasizes that although the BMC released the Mumbai Climate Action Plan (MCAP) last year, which targets measures to enhance the city’s air quality, these actions are not being effectively implemented.
Milind Mhaske, CEO of the Praja Foundation, stated, “The MCAP was an excellent document introduced by the BMC, something that most cities in India have not yet undertaken. It outlined a roadmap that can assist the BMC in delivering sustainable services and, in turn, improving the city’s climate conditions. The BMC should have considered implementing the numerous interventions suggested through the MCAP in the past year.”