A distress call from a poor citizen made Chief Minister Yogi Adityanath convene a high-level meeting immediately to review the complaint redressal mechanism in the state. He asked for the efficacy of ‘Thana Diwas’ and ‘Tehsil Diwas’.
“If the grievances of the public are not redressed properly at police station, tehsil or even district level, the complainants should approach the chief minister directly. The CM Helpline number (1076) is there to help any citizen who comes with a genuine complaint,” Yogi said.
Asking the officers to make people of the state aware of the facility, Yogi directed them to put up boards at every tehsil, police station and block headquarter clearly stating that the ‘CM remains at your doorstep, always’. The CM said that the tehsils and police stations of all the districts should be sensitised enough to redress the woes of the poor, failing which the officers will be taken to task and the DMs and SPs of the districts concerned will be held accountable for the lapse. “Furthermore, if the complainant is not satisfied with the redressal, he or she may approach the CM helpline,” he said.
The CM helpline, which the chief minister wants to be strengthened further in terms of effective monitoring and a robust feedback mechanism, had become operational on February 13, 2018. It is manned by 250-odd personnel who receive about 35,000 calls per day. The complaints received at the CM helpline are forwarded to respective departments.
A proper feedback system is in place to monitor the status of complaints with the instructions that aggrieved people should be asked about their satisfaction level.
Out of a total of 44.8 lakh complaints lodged with the CM helpline, more than 35 lakh have been disposed of so far. The real importance of the CM helpline came to the fore during Covid times when it was extensively used by the migrants and all those in distress. In fact, the local public representatives, DM offices, ASHA workers and corporations were all integrated into the system to provide relief to the complainants.