Gandhinagar: Gujarat Chief Minister Bhupendra Patel made an unannounced virtual visit to the monthly District SWAGAT Online Public Grievance Redressal Programme, directly interacting with citizens and reviewing their complaints.
The Chief Minister joined the programme through a video wall from Gandhinagar and participated in the District SWAGAT sessions of Mehsana, Kutch, and Bhavnagar, personally listening to public grievances and directing officials for timely resolution.
The surprise interaction aimed to strengthen public confidence in the grievance redressal system and ensure that citizen complaints are resolved effectively at the district and taluka levels.
CM Directs Officials to Ensure Satisfaction-Based Grievance Resolution
During the interaction, Chief Minister Bhupendra Patel instructed District Collectors to ensure that grievances received through District and Taluka SWAGAT programmes are not merely closed on records but are resolved to the satisfaction of applicants.
He directed officials to focus on:
- Complete and effective resolution of public complaints.
- Avoiding unnecessary delays.
- Providing clear explanations where solutions are not possible.
- Ensuring direct coordination with applicants.
The Chief Minister emphasised that citizens should not be forced to approach the State SWAGAT programme for issues that can be resolved at district and taluka levels.
CM Orders Immediate Action on Mehsana and Bhavnagar Grievances
During the virtual visit, the Chief Minister reviewed several cases and issued directions for prompt action.
Builder Refund Case in Mehsana
In a grievance from Mehsana, a flat owner complained that the builder had not refunded the amount due.
The Chief Minister directed the District Collector to:
- Recover the pending amount from the builder.
- Ensure that the money is returned to the applicant.
Gauchar Land Construction Issue in Bhavnagar
In a case related to permanent constructions on gauchar land in Palitana, Bhavnagar district, the Chief Minister instructed officials to:
- Complete the land survey process quickly.
- Ensure that the applicant receives justice as per rules.
Pending Complaints Must Be Resolved Within One Month: CM
Chief Minister Patel directed District Collectors to resolve pending grievances within a timeframe of 15 days to one month.
He also instructed officials to submit complete details of resolved complaints to the Chief Minister’s Office, including:
- Status of grievance resolution.
- Action taken by departments.
- Contact details of applicants.
The CM further stated that if any complaint cannot be resolved, applicants must be given a genuine and clear explanation instead of allowing cases to continue through unnecessary inter-departmental communication.
100% Grievance Resolution Target at District and Taluka Levels
The Chief Minister advised District Collectors to work towards achieving 100% resolution of grievances at the District and Taluka SWAGAT levels.
He said effective local-level grievance handling would reduce the need for citizens to approach higher authorities.
Officials were also instructed to:
- Remain present during the Taluka SWAGAT programme held on the fourth Tuesday of every month.
- Actively participate in resolving public issues.
- Ensure accountability in grievance handling.
Government to Bear Survey Costs in Gauchar Land Encroachment Cases
Chief Minister Bhupendra Patel directed that in cases involving encroachments on gauchar land, the government should bear the cost of land surveys.
The move aims to ensure that applicants are not financially burdened while seeking resolution of land-related grievances.
Review of Six-Month Pending Cases Ordered
The Chief Minister instructed District Collectors to review grievances submitted during the last six months that remained unresolved or did not receive adequate attention from concerned departments.
Officials have been asked to:
- Review such cases.
- Consult applicants.
- Resolve pending issues.
- Submit a detailed report by July 31, 2026.
Digital Surprise Visit Strengthens Public Trust
The Chief Minister’s digital surprise visit allowed citizens participating in the District SWAGAT programmes to directly interact with him.
The initiative strengthened public confidence in Gujarat’s grievance redressal mechanism and highlighted the government’s focus on transparent and citizen-centric administration.
Officials Present During the Programme
The programme was attended by senior officials, including:
- Mr. Sanjeev Kumar, Principal Secretary to the Chief Minister.
- Dr. Vikrant Pandey, Additional Principal Secretary.
- Dr. Ajay Kumar, Secretary.
- Mr. Dhiraj Parekh, Officer on Special Duty.
- Mr. Rakesh Vyas, Officer on Special Duty.
The District SWAGAT programme continues to serve as an important platform for direct communication between citizens and government authorities, ensuring faster and more accountable grievance resolution.
