Mitra App to offer three-tier grievance redressal in 41 days
The Delhi Mitra app and portal, to be rolled out soon by the BJP Government, will have a three-tier mechanism for grievance redressal within 41 days and a call Centre to gather regular feedback from complainants.
The Delhi Government is developing it as a unified platform for citizens to submit grievances regarding services delivered by its departments.
The app may be operationalised soon, possibly on the occasion of the first anniversary of the BJP Government led by Chief Minister Rekha Gupta in February, a senior Government officer said. Gupta had last year announced plans to develop the Delhi Mitra app, saying it would bring Delhi Government departments and civic bodies on one platform for effective redressal of public grievances.
Officials said a standard operating procedure (SOP) was drafted for the app. Apart from receiving and timely redressing public complaints, it will also enable citizens to submit innovative suggestions for improvement in various services.
The app and portal will ensure time-bound resolution of grievances with a three-tier mechanism, including a Jan Shikayat Samadhan Adhikari (public grievance redressal officer) or JSSA, who will dispose of complaints at his level within a maximum of 21 days, according to the draft SOP.
The revamped grievance redressal mechanism will ensure uniform and transparent handling of all complaints received online and offline, officials said.
All complaints, including those received in the offices of the Chief Minister, Ministers, and the Chief Secretary, will be digitised for better handling and monitoring, they added.
The JSSA will serve as the first-level officer for the resolution of any grievance within 21 days and will also conduct public hearings every Wednesday without prior appointment.
