Dehradun: Uttarakhand Chief Minister Pushkar Singh Dhami reviewed the functioning of CM Helpline 1905 at the state Secretariat on Monday and directed officials to ensure that public grievances are resolved within prescribed timelines rather than merely being closed on the portal.
Dhami instructed officials to give priority to long-pending complaints and ensure that complainants receive satisfactory resolutions.
Dhami Directs Officials to Avoid Formal Closure of Complaints
The Chief Minister said complaints should not be closed under “Special Close” or “Force Close” categories without ensuring that the underlying issue has actually been addressed.
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Key directions included:
- District Magistrates to conduct department-wise reviews of frequently reported complaints.
- Reasons behind recurring complaints to be examined and corrective measures taken.
- Complaints pending for more than 30 days to receive special attention.
- Cases pending for more than 180 days to be regularly monitored at the departmental level.
- Accountability to be fixed for delays or negligence in grievance redressal.
- The feedback mechanism on CM Helpline complaints to be strengthened.
Surprise Tehsil Inspections, Land Cases Under Focus
Dhami directed all District Magistrates to conduct surprise inspections of tehsils, with particular attention to the timely disposal of mutation cases.
He also instructed officials to prioritise complaints involving land fraud and ensure that citizens are not required to make unnecessary visits to government offices for revenue-related services.
15-Day Audit Ordered for Water and Sewer Lines
Drinking-water complaints were also flagged for immediate attention.
The Chief Minister directed the concerned authorities to conduct an audit of water pipelines and sewer lines within 15 days and submit a report. Officials were also asked to address water-supply disruptions and leakages promptly.
CM Speaks Directly to Complainants
During the review, Dhami personally contacted several complainants to verify the status of their cases.
Some cases discussed during the review included:
- Sanjay Kumar Rawat: His medical reimbursement claim related to his late father’s treatment had not been paid despite the complaint being closed. Dhami directed officials to take immediate action.
- Baby Kotnala, Pauri Garhwal: She raised an unresolved complaint concerning a destitute women’s pension. The Pauri District Magistrate was directed to take action.
- Geeta, Haridwar: She reported that a water tank constructed near her home around three months earlier had not yet started supplying water. Dhami directed the Chief Development Officer, Haridwar, to inspect the site and initiate supply.
- Shilpi Saxena, Dehradun: She informed the Chief Minister that a streetlight complaint had been resolved within the stipulated timeframe.
- Ayush Bisht, Almora: His scholarship-related complaint had been resolved, while Dhami asked officials to examine the reason for the delay.
Performance and Accountability to Be Linked to Grievance Redressal
Dhami said officials handling complaints effectively should be encouraged, while responsibility should be fixed in cases involving unnecessary delays or negligence.
He reiterated that the purpose of CM Helpline 1905 is to provide a direct channel between citizens and the administration and ensure time-bound and satisfactory resolution of grievances.
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