About the Sanitation complaint Redressal Mechanism
A structured, technology-enabled mechanism established under Lohiya Swachh Bihar Abhiyan to improve visibility, responsiveness, and accountability in sanitation service delivery.
Created to make sanitation services more responsive to citizens.
The Portal strengthens transparency, accountability, and citizen-centric service delivery by ensuring sanitation-related complaints are registered, monitored, and resolved within a defined institutional framework.
It supports the broader objectives of LSBA by helping authorities respond to service delivery gaps more clearly and by creating a more visible channel for citizen concerns.
The mechanism is designed around four institutional commitments.
Accessible intake
Citizens can use digital and assisted channels without relying on informal follow-up.
Defined timelines
Each complaint type follows a structured turnaround expectation.
Escalation support
Unresolved complaints move upward through a clear administrative pathway.
Monitoring and learning
Feedback and reporting help strengthen sanitation systems over time.
Coordinated monitoring from state to district.
- State-level control room for complaint intake, monitoring, follow-up, and escalation oversight.
- District-level control rooms to support decentralized resolution closer to citizens.
- Structured coordination with block and panchayat authorities for action and reporting.
- Multiple complaint channels including helpline, mobile app, and web portal.
- Defined turnaround times for complaint categories.
- Escalation pathways from local to higher administrative levels.
- Performance monitoring, MIS reporting, and citizen feedback.
Secure handling of complaint information.
All complaint data is expected to be handled through authorized government systems or approved infrastructure in line with applicable privacy and data security norms.