Delhi Chief Minister Rekha Gupta on Wednesday opened 42 public complaint and suggestion boxes from various district-level offices across the city and reviewed their contents, calling the boxes a “bridge of communication between the Government and the people.”
The boxes, installed at District Magistrate (DM), Sub-Divisional Magistrate (SDM), and Sub-Registrar offices, had been brought to the Delhi Secretariat from districts including North West, South East, North East, East, West, South and South West.
Officials said this exercise was part of an ongoing initiative to improve the Government’s responsiveness to public grievances.
CM Gupta said the boxes were opened in her presence and that all complaints would be reviewed by her office to ensure timely action.
“A complaint is not just a piece of paper, it is the voice of public expectations and rights,” she said.
According to officials, the complaints received covered a range of issues including poor facilities in Government offices, misconduct by officials, sanitation concerns, irregular water supply, bad road conditions, and traffic management problems. The Chief Minister issued directives to the relevant departments to act immediately on the concerns raised and asked for follow-up action reports.
Gupta said her Government would not tolerate delays in addressing complaints. “Pending complaints in any department are unacceptable,” she said, adding that departments had been instructed earlier to install these boxes to create a direct channel between citizens and the Chief Minister’s Office. It was also clarified that to avoid tampering or data leakage, all complaint boxes are brought to the CM’s office monthly. Gupta said she personally read several of the complaints and emphasized the need for transparent and citizen-focused governance. “The goal is to ensure that people can express their concerns freely, and that the administration responds with urgency,” she said.
The Chief Minister also pointed out that, in addition to physical complaint boxes, citizens can register grievances through the PGMS (Public Grievance Monitoring System) portal. She said the Government’s objective is not just to record complaints, but to resolve them within a fixed timeframe.
Officials said that while physical complaint boxes offer an alternative for people without internet access, the digital system continues to be widely used. However, the effectiveness of either method often depends on the speed and seriousness of the response by concerned departments.
The Chief Minister’s Office has said it will continue to monitor the status of the complaints and ensure compliance from departments.