Ensure Time-Bound and Satisfactory Resolution of Public Grievances on CM Helpline 1905: CM Dhami
District Magistrates directed to review departments handling high volumes of similar complaints and ensure early resolution
DMs asked to conduct surprise inspections of tehsils and review mutation cases and land fraud complaints
Clean drinking water to remain a top priority; audit of water pipelines and sewer lines to be completed within 15 days
Dehradun: Chief Minister Pushkar Singh Dhami on Monday reviewed the functioning of CM Helpline 1905 at the Secretariat and directed officials to ensure the prompt, time-bound and satisfactory resolution of public grievances.
The Chief Minister said that CM Helpline is an important platform for addressing the problems of the common people. Therefore, grievances should not merely be closed formally on the portal. Instead, officials must ensure that the complainant’s actual problem has been resolved.
CM Dhami directed District Magistrates to identify the nature of complaints being received in large numbers in their respective districts and conduct department-wise reviews to ensure their speedy resolution. He also stressed the need to analyse the reasons behind recurring complaints and take effective measures for their permanent resolution.
Surprise Inspections of Tehsils
The Chief Minister directed all District Magistrates to conduct surprise inspections of tehsils. During these inspections, special attention should be paid to whether land mutation cases are being disposed of within the prescribed time limit.
He also directed officials to give priority to complaints related to land fraud and ensure that people do not have to make unnecessary visits to government offices for revenue-related services.
Clean Drinking Water to Get Top Priority
CM Dhami directed officials to accord top priority to the availability of clean drinking water and take immediate action on complaints related to water supply.
He instructed the concerned authorities to conduct an audit of water pipelines and sewer lines within 15 days and submit a report. Problems such as disruption in water supply, leakage and other infrastructure-related issues should be resolved within the stipulated timeframe.
Special Focus on Complaints Pending for More Than 30 Days
The Chief Minister directed officials to pay special attention to complaints pending for more than 30 days. Secretaries, heads of departments and District Magistrates should regularly review pending grievances at their respective levels.
He said that accountability should be fixed wherever complaints are not resolved within the prescribed timeframe.
During the meeting, the department-wise status of complaints pending for more than 180 days was also presented. The Chief Minister directed officials to regularly monitor such long-pending cases and review the reasons for the delay.
No Unnecessary ‘Special Close’ or ‘Force Close’
CM Dhami directed officials not to unnecessarily mark grievances as ‘Special Close’ or ‘Force Close’. He stressed that complainant satisfaction should be given due importance while disposing of grievances.
Before closing a complaint, officials must ensure that all necessary action has actually been taken to resolve the underlying issue.
He also directed officials to strengthen the feedback mechanism on CM Helpline. The quality of grievance redressal should be assessed on the basis of feedback received from complainants, along with effective monitoring of action taken by departments and nodal officers.
Good Performance to Be Encouraged, Negligence to Attract Accountability
The Chief Minister said that officers and personnel performing well in grievance redressal should be encouraged. At the same time, accountability should be fixed for unnecessary delays and negligence.
He said the fundamental objective of CM Helpline 1905 is to establish effective communication between the government and citizens and ensure the actual, timely and satisfactory resolution of public grievances.
CM Speaks Directly to Complainants
During the review, Chief Minister Dhami personally spoke to several complainants over the telephone to assess the actual status of grievance redressal.
He spoke to Sanjay Kumar Rawat regarding a complaint that had been closed inappropriately. Rawat informed the Chief Minister that medical reimbursement bills related to the treatment of his late father were still pending. CM Dhami directed the concerned officials to take immediate necessary action and ensure payment. He said people should not be unnecessarily troubled in sensitive cases and warned that accountability would be fixed if similar complaints arise in the future.
The Chief Minister also spoke to Baby Kotnala of Pauri Garhwal regarding her problem related to a deserted-woman pension. She informed him that despite registering the complaint a long time ago, the issue had not been resolved. The Chief Minister directed the District Magistrate, Pauri Garhwal, to take immediate appropriate action and ensure resolution.
Geeta from Haridwar informed the Chief Minister that a water tank had been constructed near her house around three months ago, but water supply had not yet started. CM Dhami directed the Chief Development Officer, Haridwar, to inspect the site and ensure immediate commencement of water supply.
Shilpi Saxena of Dehradun informed the Chief Minister that after she lodged a complaint regarding a streetlight on CM Helpline, the streetlight was installed in her area within the stipulated time. She thanked the Chief Minister for resolving the issue.
Ayush Bisht of Almora informed the Chief Minister that his scholarship-related complaint had been resolved by the department. CM Dhami directed officials to examine the reasons for the delay in receiving the scholarship and stressed that students should receive the benefits of government schemes and scholarships within the prescribed timeframe.
Principal Secretaries R.K. Sudhanshu, L. Phanai and Dr. R. Meenakshi Sundaram, Secretaries Shailesh Bagauli and Dr. Pankaj Kumar Pandey, Director General of Police Deepam Seth, Principal Chief Conservator of Forests (HoFF) Kapil Lal, other senior officials, heads of departments and all District Magistrates through virtual mode were present at the meeting.
