1

Who is responsible for resolving complaints posted under COVID-19 categories in Swachhata-MoHUA App?

Urban Local Bodies (ULBs) are responsible to resolve all complaints posted on Swachhata-MoHUA App. As the complaints posted under new COVID-19 categories are critical, ULBs need to take immediate action by either directly resolving the complaints or connecting the citizen with concerned departments. ULBs need to monitor the status of complaints and to ensure the resolution of same.

2

Will the new Covid-19 categories be part of Swachh Survekshan / GFC / ODF score of ULB?

No, the complaints and resolutions under new COVID-19 categories would not be evaluated under Swachh Survekshan / GFC / ODF protocols. These categories have been added only to assist citizens during the COVID-19 outbreak, and providing ULBs with another source of information about their citizens.

3

What happens to existing categories under Swachhata-MoHUA App with addition of new categories related to COVID-19?

All new COVID-19 and old categories under Swachhata-MoHUA are active. Citizens may post complaints in any of these categories which need to be resolved by concerned Urban Local Body (ULB) at the earliest.

4

How can a ULB monitor the complaints?

All complaints can be monitored at the Swachh.city dashboard in the same manner as the ULBs monitor other complaints on Swachhata App, on: www.swachh.city

5

Can Fumigation/Sanitation be separated into different categories?

The complaint category shall not change. However, the complainant may specify his/her request in the “More info” field, or the ULB may contact the complainant for specific requests.

6

Can a separate category be added for reporting unregulated disposal of COVID-19 waste?

This can be covered under the category 'Request Waste Pickup from Quarantine Area’

7

Can a separate category be added for reporting violation of social distancing?

This can be covered under new category ‘Violation of Lockdown during COVID-19’.

8

Can a separate category be added for not wearing mask in hotspot areas?

This can be covered under new category ‘Violation of Lockdown during COVID-19’

9

Can a separate category be added for requesting disinfection/sanitization?

This can be covered under new category ‘Request for Fogging/Sanitation during COVID-19’

10

Food demand may be avoided as it may lead to misuse by citizens

This is critical during COVID-19 outbreak and ULBs need to ensure food supply to needy citizens.

Request for food, shelter, medicine, transport etc may be forwarded to the concerned agency / NGO / shop / vendor in that area and the complainant / citizen may be informed. However, such issues should be followed up and monitored for final disposal.

11

What if violation of quarantine or lockdown etc. is being managed by police/ district administration, and not directly by ULB?

ULB can inform the relevant authority about the specific complaint, and reply may accordingly be given on Swachhata App.

12

Is there any helpline for resolving technical issues related to App?

All queries may be mailed to: swachhbharat@janaagraha.org

Anushka Arora, Janaagraha: 9625514474

Escalation of unresolved issues may be taken up with:

Sumit Arora, Janaagraha: 9818359033;

Prabal Bhardwaj, National PMU, SBM(U):7838606896