No More Middlemen: Chief Minister’s Office Takes Charge of Citizen Complaints

Delhi Chief Minister Rekha Gupta has announced a comprehensive revamp of the city's grievance redressal process, stating that the Chief Minister's Office (CMO) would now personally deal with and oversee public grievances. This ambitious initiative will guarantee prompt, open, and responsible governance, shattering old ways where grievances usually went unheard.

 

Direct Supervision by CMO

The CMO will personally track and assess all complaints filed by citizens, so that no complaint goes unnoticed and every issue gets timely resolution.

 

Multi-Channel Complaint Filing:

Soon, citizens will be able to file their grievances through newly set up physical complaint boxes installed at District Magistrate (DM), Sub-Divisional Magistrate (SDM), and Sub-Registrar offices. Further, digital platforms-including WhatsApp, mobile apps, and toll-free phones-will facilitate complainants from all walks of life.

 

PGMS Portal Update:

Public Grievances Management System (PGMS) portal will be made more user-friendly, transparent, and effective. Departments are strictly directed to dispose of complaint backlogs and file crisp Action Taken Reports.

 

Zero Tolerance against Corruption:

Gupta stressed a zero-tolerance policy towards corruption and inefficiency and said her office would personally look into complaints against local administrative offices to hold them accountable.

All government departments have been instructed to deal with pending complaints on a priority basis, with the Chief Minister stressing that "accountability begins now."

 

People-Centric Governance:

The project seeks to create a contemporary, integrated, and people-friendly redressal mechanism for grievances, projecting the Delhi government as more responsive and accessible than ever.

 

Sources: The Daily Pioneer, Indian Express, Times of India