At present, BMC receives pothole complaints from citizens through its mobile application called Pothole QuickFix, from social media, and from its WhatsApp Chatbot
A large pothole was seen near Magathane bus depot on WEH in Borivali east of Mumbai on Wednesday. Pic/Satej Shinde
In terms of pothole-related complaints received from citizens, the Brihanmumbai Municipal Corporation's (BMC) average rating has dropped, shows official data.
Moreover, the civic body's complaint redressal rate has dropped to 90.97 per cent on Wednesday morning, and 88.7 per cent on Tuesday morning, from the previous 94.44% less than a month ago, on July 20, 2025.
Since its launch on July 18, 2025, BMC's rating ranged from 4.5 to 4.1, dropping to 3.99 on August 12, and 3.98 on August 13. At present, against a total of 9,237 pothole complaints, BMC has resolved 8,403 complaints. On a single day, July 13, BMC received 148 pothole complaints from citizens. On Tuesday, the complaints stood at 9,037, of which BMC had resolved 8,024. There are 843 potholes in the city still waiting to be fixed, according to data from the civic body.
At present, BMC receives pothole complaints from citizens through its mobile application called Pothole QuickFix, from social media, and from its WhatsApp Chatbot. BMC also routinely monitors reports in the media, including newspapers and TV channels, and other methods of complaint submission from citizens to track potholes.
In addition, 227 road engineers have been appointed by the civic body across 227 electoral wards in the city to proactively search for potholes by roaming around their designated area of 15 kilometres, find potholes, and fix them. These engineers also address all complaints received from citizens. They are required to do so within 48 hours to avoid escalation to their immediate seniors. So far, BMC has taken punitive action in three cases against road engineers for failing to respond to complaints within the designated time of 48 hours.
A senior civic official told mid-day, “The show cause notices are not issued because of a delay in filling the potholes, but in cases where inaction led to an increase in the size of the pothole. The point is, we should be proactive while addressing potholes on roads, and the aim should be fewer complaints from citizens and more proactive efforts from BMC officials to identify and fill these potholes.”
For pothole-related complaints
On July 18, BMC launched its dashboard for citizens to track all pothole-related complaints. The dashboard can be accessed in real-time on BMC's official website. Its data is linked to the Pothole QuickFix mobile application.
As of August 13:
- Total number of pothole complaints received by Mumbai civic body on its mobile app: 9,237
- Complaints resolved so far: 8,403
- Complaints pending: 834
- Complaints reopened by citizens: 89
- Average rating received by BMC (out of 5 stars): 3.98 stars
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