CM Orders Special Drive to Resolve Pending Complaints on Helpline 1905
Dehradun: Uttarakhand Chief Minister Pushkar Singh Dhami has directed officials to launch a special drive for the swift disposal of complaints pending for more than 30 days on the CM Helpline-1905. The instructions were issued during a review meeting held at the Secretariat on Friday.
The Chief Minister clearly stated that no complaint should be force-closed without proper recommendation from the District Magistrate, Department Head, or the concerned Secretary. He warned that accountability will be fixed for any official who closes complaints without adequate action.
Emphasizing the importance of the platform, the Chief Minister said that the CM Helpline is not just a telephone number, but a vital medium reflecting the trust and expectations of the people. He directed officials to ensure that every complaint is resolved to the complete satisfaction of the complainant.
The Chief Minister instructed:
- Weekly review meetings at the District Magistrate level
- At least two review meetings every month at the departmental secretary level
- Complaints should be treated with the same seriousness as those received directly in the Chief Minister’s Office
He also directed officials to establish direct communication with complainants, collect feedback, and ensure continuous high-level monitoring.
During the meeting, it was informed that AI-based data management and complaint analysis systems are being used to improve efficiency. These tools help in predicting complaint trends, identifying hotspots, and prioritizing resolution.
Seasonal trends show that during summer, most complaints are related to drinking water, energy, urban development, and home departments. District-wise analysis revealed:
- Dehradun, Haridwar, and Udham Singh Nagar recorded the highest number of complaints
- Uttarkashi and Champawat emerged as top-performing districts
Appreciation for High-Performing Officers
The Chief Minister interacted with officers who resolved the highest number of complaints and appreciated their efforts:
- Manoj Gusain, Executive Engineer (Energy Department, Uttarkashi), highlighted regular monitoring and a dedicated complaint resolution cell
- Abhinav Rawat, Executive Engineer (Energy Department, Pauri), shared that a coordination committee and mobile app-based monitoring system have been implemented
The Chief Minister described such officers as role models for others.
Direct Interaction with Complainants
The Chief Minister also spoke directly with several complainants:
- Veena Dhingra (Dehradun) raised an issue regarding her pending NPS pension; officials were directed to resolve it within two days
- Tarun Singh (Haridwar) reported a drainage issue; immediate action was ordered
- Surendra Kumar Nagpal (Dehradun) expressed satisfaction over the prompt resolution of a streetlight complaint
The meeting was attended by Chief Secretary Anand Bardhan, senior officials, departmental secretaries, and District Magistrates from all districts via virtual mode.
