City to get unified helpline 311 for all civic complaints

In a major initiative aimed at streamlining civic grievance redressal ahead of the monsoon, PWD Minister Parvesh Verma on Monday announced that the government will launch a unified helpline number — 311 — that will connect residents to all major civic bodies through a single command centre.

Addressing the media after inspecting the NDMC Control and Command Centre, Verma said the ‘One Delhi, One Number’ vision will ensure that complaints related to waterlogging, drainage, sewer overflow, broken roads and other monsoon-related issues were routed to the appropriate departments without delay.

“Citizens won’t have to worry about which agency is responsible. Just dial 311 and the issue will be automatically redirected,” said Verma, adding that the system will cover departments such as the NDMC, MCD, DDA, PWD, Flood Control and Delhi Jal Board.

A joint meeting of all departments is scheduled in the next few days to finalise the operational framework of the integrated command centre, including staffing, coordination mechanisms and digital integration.

The minister also announced the installation of CCTV cameras in waterlogging-prone areas and automation of pumping stations across the city.

“Live surveillance will help us respond in real time. Pumping stations will be upgraded with automated systems to ensure faster drainage,” Verma said.

He stressed that the NDMC control room will be converted into the nerve centre for Delhi’s flood response during the monsoon and will operate round the clock. Each civic body will deploy representatives to the command centre for coordinated action.

“This is about making life easier for people. We don’t just want to log complaints. We want these resolved quickly and efficiently,” said Verma, underlining the government’s focus on accountability and transparency.

Each complaint made through 311 will be tracked centrally, monitored and linked to a specific officer responsible for follow-up.

The initiative is part of the Delhi government’s push towards smarter urban governance, with Verma positioning the 311 helpline as a model for integrated public service delivery in India’s Capital.