Similar to the monitoring of public complaints received by senior district officers such as the district magistrate and police captains, complaints received in the offices of the chief development officers (CDOs) and sub-district magistrate (SDMs) will now also be monitored.
Under the new system, public complaint applications submitted to CDO and SDM offices will be entered into the Jan Sunwai Samadhan System (IGRS). This will ensure timely resolution and establish accountability of the officers involved.
It should be noted that for the resolution of complaints, the general public can submit applications through various channels including the chief minister’s office, deputy chief minister’s office, district magistrate’s office, offices of police commissioner/senior superintendent of police/superintendent of police, Sampoorna Samadhan Diwas (Tehsil Diwas), Thana Samadhan Diwas, Public Facilitation Centres, Government of India (PG Portal), Chief Minister’s Helpline 1076, portals, and apps. The resolution of complaints is managed by the officials concerned through the Integrated Grievance Redressal System (IGRS).
Recently, when the chief minister reviewed the Public Grievance Redressal System, it was found that there were offices in districts where public grievance petitions were received, but there was no system in place to log and resolve these petitions through the Integrated Grievance Redressal System (IGRS). Offices of sub-district magistrate and chief development officer receive important applications on a daily basis. These offices are now being integrated with the IGRS.
After the conclusion of the Lok Sabha elections, the chief minister, in a recent video-conferencing meeting with senior field officers, informed that the Janata Darshan programme has been resumed. He directed that senior officers stationed at the district, tehsil, block, range, and zone levels to also start regular public grievance redressal programmes.
Officers are required to be present for public grievance hearings every day from 10 am to 12 noon. They have been instructed to listen to the public’s problems and complaints with sensitivity and ensure appropriate resolution within a stipulated time frame.
The chief minister has explicitly told the officers that “the satisfaction of the public is the benchmark for your performance”.
The chief minister’s aim with this initiative is to ensure that people’s issues are resolved at the lowest level of administrative officials.
