March 2018

Total complaints opened during

Sept 2017 to Jan 2018 – 16,616 Total complaints closed: 16,012

3/23/2018

Santosh K, EE Dept 2

Estate & EMD are top service providers

No

. of

Co

mp

lain

ts

7010

6200

1453 1423

530

6623

6029

1439 1414

507

0

1000

2000

3000

4000

5000

6000

7000

8000

Estate EMD PHO Telephone AC Maint

Complaints Opened

Complaints Closed

A/c Maintenance- Complaints Opened,

closed & overdue Month-wise

3/23/2018 Santosh K, EE Dept 3

No

. of

Co

mp

lain

ts

Months

Overdue complaints slightly increased

130

137

91

69

103

127

135

90

62

93

3 5 6

13

23

0

20

40

60

80

100

120

140

160

Sep-17 Oct-17 Nov-17 Dec-17 Jan-18

Opened

Closed

Overdue

A/c Maintenance...

3/23/2018 Santosh K, EE Dept 4

Problem detected No. of days required to

close the complaints

Nearly 35% complaints are of

water leakage Half of the complaints closed

within 10 days

188, 36%

239, 45%

15, 3%

23, 4%

7, 1%

14, 3%

33, 6%

11, 2%

Water leakage

AC Not working

Filter

Gas Leakage

AC removal

Remote not working

Abnormal noise

Other

322, 64%

109, 21%

35, 7%

32, 6% 9, 2%

< 10 days

10-20 days

20-30 days

1 month <

2 months <

Electrical Maint- Complaints Opened, closed

& overdue Month-wise

3/23/2018 Santosh K, EE Dept 5

No

. of

Co

mp

lain

ts

Months

Increase in overdue complaints recorded in last 2

months

1253

1404

1248

778

1517

1214

1396

1206

718

1495

39 47 89

149 171

0

200

400

600

800

1000

1200

1400

1600

Sep-17 Oct-17 Nov-17 Dec-17 Jan-18

Open

Closed

Overdue

Electrical Maint. Division...

3/23/2018 Santosh K, EE Dept 6

Area-wise complaints

received Nature of complaints

2039, 33%

2884, 47%

944, 15%

333,

5%

Academic Area Hostels Residentials Others

51, 1% 320, 5%

154, 3%

2293, 37%

72, 1%

1006, 16% 54, 1%

2250, 36%

New

Connection

Tubelight

Exhaust fan

Elect comp

Lift

Fan

Elect shock

Other

Nearly 50% complaints are from

Hostels

Electrical Maint. Division...

3/23/2018 Santosh K, EE Dept 7

Complaints handled by...

673 93

6 105

3

114

696

3001

1338

Prasad Vaidya

P Sarafdar

Yashda Naik

Umesh More

S Ramugade

S Dhangar

R Adhare

K Mali

Others

Estate Office- Complaints Opened, closed &

overdue Month-wise

3/23/2018 Santosh K, EE Dept 8

Months

No

. of

co

mp

lain

ts

Overdue complaints increased during last month

1411 1379

1481

1179

1560

1367 1330

1429

1062

1435

37 49 51 55

125

0

200

400

600

800

1000

1200

1400

1600

1800

Sep-17 Oct-17 Nov-17 Dec-17 Jan-18

Open

Closed

Overdues

Area-wise complaints received

3/23/2018 Sabtosh K, EE, IITB 9

Nature of complaint

Estate...

1677, 24%

1762, 25%

1537, 22%

1772, 25%

57, 1% 205, 3%

Central & Lake Side Hill side

Academic Area Hostel

Infra & Work Shop Horticulture

96%

1%

3%

Breakdown Academic &

Residential

New installation – Academic

New installation – Residential

Estate...

Number of days required to close complaints

3/23/2018 Santosh K, EE, IITB 10

70% complaints closed in less than 5 days.

4609, 70%

740, 11%

293, 4%

134, 2% 235,

4%

320, 5%

292, 4%

< 5 days

5-10 days

10-15 days

15-20 days

20 days-1 month

1 month <

2 months <

Estate.... Complaints attended by:

3/23/2018 Santosh K, EE, IITB 11

590;

8%

228; 3%

769; 11%

458; 6%

338; 5% 561;

8% 606;

9%

1726; 25%

1473; 21%

261; 4%

Kiran Janjalkar L Patil Pankaj Bhosale

Prashant Gholap Priya Chudnaik Rajesh Mate

Raviraj Kulkarni Usha Kurne Vinayak Narvekar

Others

2082

515

654

484

105 207

257

2706

Carpentary Choked up Plumbing

Water leakage Trimming Drainage

Painting Others

Complaint Type

PHO- Complaints Opened, closed & overdue Month-wise

3/23/2018 Santosh K, EE Dept 12

Months

No

. of

co

mp

lain

ts

No. of Days required to close the complaints

318

271

386

199

279

318

271

383

195

272

0 0 3 7 14

0

50

100

150

200

250

300

350

400

450

Sep-17 Oct-17 Nov-17 Dec-17 Jan-18

Open

Closed

Overdues

992, 69%

328, 23%

61, 4% 11, 1%

29, 2% 13, 1% 5, 0%

< 5 days

5-10 days

10-15 days

15-20 days

20 days-1 month

1 month <

2 months <

PHO...

3/23/2018 Santosh K, EE, IITB 13

Nature of complaints Complaints handled by

283

1169

1

Ashok Tambe Uday Jadhav Others

978 37

28

20

16 54

45

275 Pest control

Dry Leave collection

Fogging

Garbage collection

Honey comb

Dead Animal

Stray Animal

Others

Telephone- Complaints Opened, closed &

overdue Month-wise

3/23/2018 Santosh K, EE Dept 14

No

. of

Co

mp

lain

ts

Month

0

50

100

150

200

250

300

350

400

Sep-17 Oct-17 Nov-17 Dec-17 Jan-18

Open

Closed

Overdue

Telephone...

3/23/2018 Santosh K, EE, IITB 15

No. of days required to closet the complaints

Nature of problem detected

1298, 92%

97, 7%

5, 0% 12, 1% 2, 0%

< 10 days 11-20 days 21-30 days

1 month < 2 months <

353, 25%

124, 9%

176, 12% 364, 26%

406, 28%

Handset problem Disturbance/Noise

New telephone Shifting

Others

3/23/2018

Santosh K, EE Dept 16