When a complaint is received from an irrigator/complainant through any source, the information regarding type of complaint, division name, channel name and related information along with the contact number of the irrigator/complainant are collected and accordingly registered in the complaint register. After lodging, the complaint number is issued.
The same information is also uploaded in the database through Complaint Management System (CMS)
Contents of complaint are published in web accounts of XENs, SEs & Chief Engineers on Irrigation Web Site (http://wrmis.irrigation.punjab.gov.pk). Field operators are bound to respond within four days.
The replies received from the field operators are evaluated in the light of the rules and discussions with the complainant.
Before resolving the public complaint, the complainant is called to check whether his grievances are properly addressed or not. If not, then concerned Executive Engineer is instructed for joint inspection of the complainant site.
Search and Track system is also available that will help searching the specific complaint by mentioning its respective village name or complaint number.
The history of activities taken on the complaint by field division and PMIU is also maintained.
Computer generated reminders are also transmitted automatically to field division for quick replies.