Dehradun: Uttarakhand Chief Minister Pushkar Singh Dhami has directed officials to ensure the time-bound, high-quality and satisfactory resolution of every public complaint received through the CM Helpline 1905.
Chairing a review meeting at the Secretariat on Thursday, Dhami said the helpline is an important platform for providing quick solutions to people’s problems. He made it clear that negligence or delays in resolving complaints would not be tolerated and that accountability would be fixed at every level.
CM Dhami Expresses Concern Over Drinking Water and Jal Jeevan Mission Complaints
The Chief Minister expressed displeasure over the large number of complaints related to the Drinking Water Department and Jal Jeevan Mission.
He directed the concerned officials to ensure that all pending complaints in these areas are effectively resolved within one week.
Dhami warned that strict action would be taken against officials if public grievances are not resolved within the prescribed time.
Officials With Zero Action to Receive Show-Cause Notices
CM Dhami directed department heads to issue show-cause notices to officials whose action rate on complaints received through the CM Helpline 1905 is zero per cent.
He said that if the explanations provided by such officials are not satisfactory, disciplinary action should be initiated against them as per the rules.
The Chief Minister stressed that accountability must be ensured at every level of the administration.
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Regular Review Ordered for Pending Complaints
The Chief Minister directed department heads and district magistrates to regularly review complaints that are not being resolved within the stipulated timeframe.
He also instructed officials to carefully examine complaints that have been moved to categories such as:
- Special Close
- Demand
- Suggestion
- Other categories
The objective is to ensure that genuine public complaints are not affected or closed without proper examination.
Solution Days to Be Held Every Monday Across the State
CM Dhami directed officials to strengthen the Samadhan Diwas (Solution Day) mechanism for addressing public grievances.
Under the instructions:
- District level: District Magistrates will hear public grievances every Monday.
- Division level: Both Divisional Commissioners will conduct grievance hearings.
- State level: All Secretaries will hold Solution Days to address public issues.
The Chief Minister said Solution Day should be developed as an effective platform for public service and its functioning should be regularly monitored.
67,843 Complaints Received on CM Helpline 1905
During the review meeting, Secretary Dr Pankaj Pandey informed officials about the performance of CM Helpline 1905 between April 18 and July 28, 2026.
A total of 67,843 complaints were received during this period.
The status of the complaints was reported as follows:
- 20,461: Fully resolved
- 31,363: Partially resolved
- 7,404: Under process
- 4,061: Pending
- 3,738: Placed under the Special Close category
The Special Close rate has declined to 5.5%, which officials said represents a significant improvement compared with the previous period.
Complaint Resolution Time Improves in Key Departments
The meeting was also informed that the number of complaints received through the CM Helpline increased during financial year 2025-26.
At the same time, several major departments recorded a significant improvement in the average time taken to resolve complaints.
The government has also strengthened the system for:
- Collecting feedback from complainants after resolution
- Monitoring complaints department-wise
- Tracking the quality of grievance resolution
- Improving accountability among officials
CM Dhami said the next review should focus not only on the number of complaints resolved but also on the quality of resolution and satisfaction of complainants.
CM Directs Innovation List From IAS, IPS and IFS Officers
The Chief Minister recalled that IAS, IPS and IFS officers had earlier been instructed to introduce innovative initiatives in the areas where they began their careers, with a focus on improving public facilities.
He directed officials to submit a detailed list of all such innovations within 50 days.
The initiative aims to identify and document innovative administrative practices that can improve public services and benefit citizens.
Pension to Begin From First Month After Retirement
CM Dhami also directed officials to ensure that government employees start receiving their pension from the first month after retirement.
He said any delay in the process would not be accepted and that the concerned department head would be responsible for ensuring timely pension payments.
The direction is aimed at making the retirement and pension process more efficient for government employees.
Senior Officials Asked to Inspect Char Dham Yatra Routes
The Chief Minister directed senior officials from the Disaster Management, Public Works, Tourism, Health and Police departments to conduct on-ground inspections of the Char Dham Yatra routes.
The objective is to further strengthen arrangements and ensure smooth operations along the pilgrimage routes. Dhami stressed that the safety and convenience of pilgrims must remain the top priority.
CM Orders Priority Resolution of Land Disputes
The Chief Minister also directed officials to resolve land-related disputes on priority.
He instructed authorities to regularly monitor such cases and ensure that matters that have been unnecessarily pending are resolved at the earliest.The government aims to improve monitoring of land disputes and reduce delays in cases requiring administrative intervention.
CM Dhami Speaks to Complainants Over Phone
During the review meeting, Chief Minister Dhami personally spoke with complainants from different districts over the phone to understand the status of their complaints registered on CM Helpline 1905.
Key interactions included:
- Mohammed Salman from Almora informed the Chief Minister that his complaint related to garbage disposal had been resolved. He also raised an issue concerning drain construction, following which Dhami directed the Almora District Magistrate to take necessary action within 24 hours.
- Akash Ramola from Tehri Garhwal informed the CM that his complaint regarding drinking water supply in Suman Colony, Chamba, had been resolved.
- Zulfiqar Khan from Haridwar raised an issue related to the Revenue Department, following which the Chief Minister directed officials to resolve the matter promptly.
- Najam Khan from Udham Singh Nagar and Nandan Singh from Almora also spoke with the Chief Minister and thanked him after their complaints were satisfactorily resolved through the helpline.
The direct interaction with complainants is aimed at strengthening feedback mechanisms and ensuring that complaints marked as resolved have actually been addressed satisfactorily.
Next Review to Focus on Quality and Public Satisfaction
CM Dhami directed all Secretaries and District Magistrates to conduct comprehensive reviews at their respective levels before the next review meeting of CM Helpline 1905.
He said the next review would assess departments on more than just the number of complaints resolved.
The key parameters will include:
- Quality of complaint resolution
- Satisfaction of complainants
- Timeliness of action
- Departmental accountability
- Status of pending complaints
The meeting was attended by Vinay Kumar Ruhela, Vice Chairman of the State Disaster Management Advisory Committee, Principal Secretary R.K. Sudhanshu, L. Phanai, Dr R. Meenakshi Sundaram, other Secretaries and Additional Secretaries, department heads and District Magistrates who joined virtually.
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