The “Chief Minister window” for grievance redressal in Haryana has received about 14,000 complaints in less than one month’s time, indicating the level of dissatisfaction among people. launched in December last, the CM window — a web based system aimed at speedy redressal of people’s grievances, is receiving an average of 700-800 complaints on daily basis.
It is also learnt that the CM window has received upto 1,200 complaints on some days. The complaints are of various nature from different districts of Haryana and a sizable number of complaints are received against Haryana Police.
The ‘CM Window’ was launched at all district headquarters in December so that grievances of citizens directly reach the State Government and the public do not have to rush to Chandigarh. While the State Government was not anticipating such large number of complaints in the initial months, the complaints statistics has now also led to huge pendency.
Given such huge number of complaints and initial glitches including technical problems and staff shortage, the Government is now mulling some changes in the existing system to address the complaints in a timely and judicious manner.
The State Government would soon set up a call centre to directly connect with the complainants and seek their feedback/response on Government’s action on their complaints.The Chief Minister, is learnt to have made calls to the some complainants recently to take their feedback about the system. Also, the staff members engaged for the work of ‘CM window’ have been calling the complainants to cross-check the status of their complaints as mentioned in the grievance monitoring system.
Apart from this, a complainant would soon be able to register a complaint at Haryana Governor’s office. At present, Haryana citizens can register their complaint at DC Office, Cabinet Ministers offices and CM office directly under the ‘CM window’ system.
The State Government is also planning to engage additional staff to ensure effective functioning of the grievances redressal system. “The ‘CM window’ has received a large number of complaints after its formal launch in December last year. The Chief Minister himself is reviewing the pendency of complaints to ensure disposal of complaints in a timely manner,” said Bhupeshwar Dayal, OSD (Grievances) to Haryana Chief Minister while talking to The Pioneer.
Citing the data, he said, “On an average, 700-800 complaints are received at ‘CM window’. A large number of complaints are received against the Police Department. Apart from this, many complaints are prima facie personal matters and related to court cases in nature.”
He added, “To make grievances redressal system more effective, the state government is bringing in required changes from time to time. Soon, a call centre would be set up to connect with the complainants. Apart from this, necessary directions are given to the district authorities to reduce the pendency of complaints.”