Delhi govt to launch app for receiving complaints hold public hearings for grievance redressal

    New Delhi, Aug 19 (PTI) Delhi government on Tuesday announced the launch of the "Delhi Mitra" app, enabling people across the city to register their grievances with various departments and agencies.
    The decision was made in a cabinet meeting chaired by Delhi Chief Minister Rekha Gupta.
    The new system is expected to be implemented within the next two months. Following its launch, the existing Public Grievance Monitoring System (PGMS) will be integrated into this new platform, consolidating all grievance redressal tools in one location.    
    The chief minister explained that people will have four convenient ways to register their complaints: through a web portal, a mobile application, WhatsApp, and a call centre. Complaints may also be submitted to the Chief Minister's Office, ministers, MLAs, the chief secretary, and relevant departments.
    After the meeting, Gupta posted on X that a single-window system will be established for more effective grievance redressal. This system will connect the Delhi government with the Delhi Police, DDA, MCD, NDMC, and Delhi Cantonment, providing a unified approach to resolving complaints.
    "Delhi Mitra is not only a platform for complaints but also a digital bridge of trust between the public and the government," the chief minister stated.
    The app will enable residents to register complaints with the government through mobile phones and WhatsApp as well.
    "They will receive updates on every stage of their complaint via messages. Moreover, it will also be possible to file complaints through WhatsApp," Gupta noted.
    Nodal officers will be appointed in each department to expedite the process and enhance accountability. Additionally, public grievance redressal officers will hold public hearings every Wednesday from 10 am to 12 pm.
    The chief minister emphasised that the initiative is not just a technological innovation but a commitment to ushering in a new era of public hearing culture, so that the voice of citizens is heard and solutions to their problems are guaranteed.
    She further informed that there will be a feedback system for each complaint. If a citizen is dissatisfied with the resolution, their negative feedback will automatically escalate the complaint to senior officials for further attention. If the citizen remains unsatisfied, a third opportunity for resolution will be provided.
    "Digitising the complaint resolution process will allow monitoring at every level, and senior officials will oversee unresolved complaints until they are addressed," Gupta stated.

(This story has not been edited by THE WEEK and is auto-generated from PTI)