ABOUT US

  • The Integrated Water Supply Grievance Call Centre has been established by the TWAD Board to provide citizens with a single, reliable, and easily accessible platform to register all potable water–related complaints. This centre is designed to ensure that every concern regarding water availability, quality, or supply issues is heard promptly and addressed with transparency and accountability round the clock.

  • This call centre brings together multiple water-related agencies—including TWAD Board, DMA, DTP, and DRD—under one coordinated system. Instead of navigating different departments, the public can simply make one call, and the centre will route the complaint to the appropriate authority. This unified approach ensures quick redressal and reduces delays caused by inter-departmental communication gaps.

  • For effective coordination, the call centre functions as a mediator between the public and the concerned departments. Every complaint received is categorised, verified, and digitally forwarded to the respective field engineers or officials. The system enables real-time tracking, ensuring that grievances are not only acknowledged, but also monitored until they are resolved.

  • The centre leverages standardized procedures and structured follow-up mechanisms to improve the efficiency of public service delivery. Department officials receive clear, actionable information, and their response timelines are monitored. This strengthens institutional accountability and guarantees that citizens receive timely solutions to their drinking water needs.

  • Above all, the Integrated Call Centre reflects the State’s commitment to ensuring equitable access to safe drinking water for every household. By offering a simple, dependable, and citizen-friendly platform, TWAD Board and partnering departments reaffirm their dedication to transparent governance and the welfare of the people of Tamil Nadu.

  • This call centre is operating under the direct control of the Managing Director, TWAD Board and the Joint Managing Director, TWAD Board.

  • To further enhance service delivery, the Call Centre is powered by an advanced Grievance Management Software that operates 24/7, ensuring uninterrupted registration and monitoring of complaints. Citizens can lodge grievances through multiple modes such as phone calls via the integrated helpline, the online public portal, mobile application, and WhatsApp-based complaint registration. The platform also supports seamless logging of maintenance activities, breakdown reports, and water supply interruptions. Automated alerts, escalation mechanisms, and real-time dashboards provide complete visibility to officials at all levels, ensuring timely action and improving operational efficiency across departments.

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