RTI for BWSSB: Bengaluru Water Supply, Connection Status & Bill Disputes

The Bangalore Water Supply and Sewerage Board (BWSSB) is the statutory body responsible for providing treated piped water and managing sewerage services across Bengaluru. Established under the Bangalore Water Supply and Sewerage Act, 1964, BWSSB operates under the Urban Development Department, Government of Karnataka, and serves approximately 13 million residents through a network drawing primarily from the Cauvery river via the Cauvery Stage I–V supply schemes. Despite its critical role in the city's infrastructure, BWSSB's internal processes — new connection approvals, bill generation, complaint resolution, water quality monitoring, and supply scheduling — are often opaque to consumers.

The Right to Information Act, 2005, gives every citizen the legal right to access documented information from public authorities. BWSSB is a state public authority under Section 2(h) of the RTI Act, and is obligated to respond to information requests filed under Section 6 within 30 days under Section 7(1). This guide explains what information can be accessed, how to file an effective RTI application with BWSSB, and what to do if the Board fails to respond.

What BWSSB Records Are Available via RTI?

The RTI Act, 2005, entitles citizens to inspect and obtain copies of records held by public authorities. For BWSSB, the following categories of records can be obtained through an RTI application:

New Water Connection Application Records

Citizens applying for a new domestic or commercial water connection from BWSSB frequently face prolonged waits without explanation. An RTI application can surface:

• The current stage of your application — pending site inspection, pending departmental estimate, approved, pending payment, connected, or rejected — and the date on which each stage was reached
• The name and designation of the officer responsible for the current status of the application and the reason for any delay or rejection
• Copies of the site inspection report, departmental cost estimate, and any internal approvals or objections recorded against your application
• The number of new connection applications pending in your Sub-Division as of the date of the RTI application and the average time taken to process a connection in your ward

Water Bill Calculation and Meter Reading Records

Billing disputes are among the most common grievances against BWSSB, often arising from unrecorded meter readings, misapplied tariff slabs, or accumulated arrears from previous occupants. An RTI application can provide:

• The meter reading register entries for your consumer number for each billing cycle during a specified period — including actual readings recorded, estimated readings used in their absence, and the date on which each reading was taken
• The tariff slab and rate applied in each billing cycle, the basis for any minimum charge or flat-rate assessment during periods of non-reading, and the amount of any arrears brought forward from previous billing cycles
• Copies of any bill revision orders or adjustments made to your account and the officer who authorised each revision
• Records of previous billing dispute or complaint requests filed by you, the date of receipt, the action taken, and the date on which the matter was resolved or disposed

Pipeline Leakage and Complaint Action Records

BWSSB receives thousands of complaints annually about pipeline leakages, burst water mains, and sewage overflow. An RTI application tied to a specific complaint reference number can establish:

• Whether the complaint was inspected, the date of inspection, the findings of the field team, and the repair action ordered
• The estimated and actual date of completion of repair work, the contractor or departmental team that carried out the repair, and the cost incurred
• Whether the complaint was closed without repair, and if so, the reason and the authority who authorised closure
• The total number of pipeline leakage complaints received in your Sub-Division in a specified financial year, the average time taken to close complaints, and the number of complaints pending beyond 30 days

Water Quality Testing Records

BWSSB is required to monitor water quality at source, treatment stages, and distribution points on a regular basis. These records are held by the Water Quality Management Cell and Sub-Divisional offices, and can be accessed through RTI:

• Results of bacteriological and chemical water quality tests conducted at distribution points in a specific ward during a specified period, including parameters tested, results obtained, permissible limits as per IS 10500:2012, and whether any samples failed the permissible limits
• Action taken when test results showed contamination — whether the affected segment of the pipeline was flushed, chlorinated, or replaced, and the date on which the remedial action was completed
• Details of any Consumer Awareness Notices or Public Health Notices issued as a result of water quality failures in specific areas

Cauvery Water Supply Schedules and Interruption Records

BWSSB supplies Cauvery water on a scheduled basis — typically alternate days or specific days of the week depending on the zone. Detailed operational records on supply schedules and interruptions can be accessed through RTI:

• The official supply schedule for your ward or area — the designated supply days, duration, and approximate timing — and whether this schedule has been revised during a specified period
• The full list of planned maintenance shutdowns and unplanned supply interruptions in your Sub-Division during a specified financial year, including dates, durations, reasons, the authority that ordered each shutdown, and the time taken to restore supply
• Records of complaints received about supply schedule non-compliance in specific wards and the action taken

Sewerage Connection Records

• The current status of a pending sewerage connection application — whether the departmental estimate has been prepared, the fee structure applied and the basis for the estimate, the expected date of connection, and the contractor or team assigned
• Whether the physical connection has been made to the main sewer line, the date of connection, and the completion certificate if issued
• Copies of any rejections or conditional approvals for sewerage connection, including the specific conditions imposed and the officer who issued them

How to File RTI with BWSSB

Step 1: Identify the Correct SPIO

BWSSB is organised into Sub-Divisions corresponding to geographic areas of Bengaluru. The State Public Information Officer (SPIO) for your RTI application is the SPIO of the BWSSB Sub-Division office that covers your property's address. For matters relating to Board-level policy, capital projects, or senior officer conduct, the SPIO may be at the BWSSB Head Office. If you are unsure of the correct Sub-Division, you can verify on the BWSSB website or call the BWSSB helpline (1916).

Step 2: Draft Your Application

Use the sample application above as the base. Include your consumer number, connection application number, complaint reference number, or ward name as applicable to each information request. Frame each query as a specific, numbered request — avoid general requests like "provide all records for my account," which make it easier for the SPIO to respond partially without providing the most material information.

Step 3: File Online or in Person

File your RTI application through the BWSSB website at bwssb.karnataka.gov.in, which provides an online RTI filing facility. Alternatively, submit a physical application by registered post or in person to the SPIO at the relevant BWSSB Sub-Division Office. The application fee is ₹10, payable by Indian Postal Order, demand draft, or online payment as directed by the portal. BPL cardholders are exempt from this fee; attach a copy of your BPL card with the application.

Step 4: Track and Follow Up

The SPIO must respond within 30 days of receipt of your application under Section 7(1) of the RTI Act. If the information concerns life or liberty — for example, contaminated water supply posing an immediate health risk — the response must be provided within 48 hours under the proviso to Section 7(1). Keep your acknowledgement number, postal tracking reference, or online submission confirmation as proof of filing.

Step 5: File an Appeal If Needed

If BWSSB does not respond within 30 days or the response is incomplete, incorrect, or evasive:

• First Appeal under Section 19(1): File with the First Appellate Authority (FAA) designated within BWSSB within 30 days of the date of the decision or expiry of the 30-day response period, whichever is applicable. No fee is required.
• Second Appeal under Section 19(3): If the FAA's response is also absent or unsatisfactory, file with the Karnataka Information Commission (KIC) under Section 15 of the RTI Act within 90 days of the FAA's decision or the expiry of the FAA's response period. The KIC can direct BWSSB to furnish the information and impose a penalty of ₹250 per day (up to ₹25,000) on the SPIO personally under Section 20 of the RTI Act.

BWSSB is a State Public Authority: Appeals Go to the KIC

BWSSB is a state public authority under Section 2(h) of the RTI Act, 2005. This means that all RTI appeals from BWSSB applications must remain within the Karnataka state system. The correct chain is:

• First Appeal: First Appellate Authority (FAA), BWSSB, Bengaluru
• Second Appeal: Karnataka Information Commission (KIC) — the state information commission constituted under Section 15 of the RTI Act for Karnataka

The Central Information Commission (CIC) has no jurisdiction over BWSSB or any other Karnataka state body. Filing a second appeal with the CIC will result in it being returned as not maintainable. Always address your second appeal to the KIC.

Tips for an Effective BWSSB RTI Application

• Quote your consumer number and Sub-Division in every billing or meter reading RTI. BWSSB's billing records are maintained at the Sub-Division level; applications without a consumer number are often transferred between offices, causing delays.
• Request certified copies of the meter reading register entries and the tariff application sheet, not just a summary reply — certified copies are admissible as evidence in consumer forum proceedings.
• Specify the financial year or billing period when requesting supply interruption or complaint records, so the scope of the response is clearly defined.
• Cross-check water quality test results against IS 10500:2012 permissible limits. If any parameter exceeds the limit, the RTI response forms the basis for a complaint to the Karnataka State Pollution Control Board or the state health department.
• File separate RTI applications for billing disputes and pipeline complaints — combining both into a single application can result in a slow or bifurcated response that delays resolution of both issues.
• If a pipeline leak is causing property damage or posing a health hazard, invoke the 48-hour life/liberty proviso to Section 7(1) explicitly in your RTI application and send copies to the BWSSB Chief Engineer and the Urban Development Department as a concurrent complaint.