Delhi Govt to Launch 311 Helpline for Civic Complaints
In a move aimed at simplifying grievance redressal for Delhi residents, the city government will soon roll out a unified complaint helpline number—311—for issues related to waterlogging, sewage overflow, broken roads, and other civic problems.
Public Works Department (PWD) Minister Parvesh Sahib Singh Verma made the announcement on Monday after reviewing the NDMC Control Room. The minister confirmed that the new system, branded as ‘One Delhi, One Number’, will redirect every complaint to the concerned department—be it the Delhi Jal Board (DJB), Delhi Development Authority (DDA), Public Works Department, Municipal Corporation of Delhi (MCD), or the flood control wing—without requiring citizens to identify the responsible agency themselves. “People will no longer need to wonder which number to call. Whether it’s a pothole, a choked drain, or flooding on the street, calling 311 will trigger a response from the right department,” Verma stated.
The announcement comes just ahead of the monsoon season, which typically triggers a deluge of complaints related to urban flooding and drainage issues. Verma noted that coordination between various departments had improved significantly with the BJP assuming power at the Centre, enabling this unified system to move forward. The integrated command centre, which is being connected to the NDMC’s existing infrastructure, is expected to become fully operational in a few days. Feeds from existing departmental helplines are being integrated into this centralised dashboard. A joint meeting of all relevant agencies—including MCD, DDA, DJB, and PWD—is scheduled in the next two to three days to finalise the operational details. This will cover personnel deployment, accountability structures, and technical integration for seamless operations. In a related step, the government is also upgrading pumping stations across Delhi with automated systems. “This will significantly boost drainage efficiency and support field teams in managing waterlogging in real-time,” Verma said.
Once fully functional, the 311 helpline and its associated command centre will operate 24×7 during the monsoon months, with live complaint tracking and expedited resolution timelines.
