Dehradun, Sep 14 (IANS) Uttarakhand Chief Minister Pushkar Singh Dhami on Monday directed officials to ensure the prompt, timely and satisfactory resolution of public grievances received through the CM Helpline (‘1905’).
Reviewing the helpline’s functioning at the Secretariat, CM Dhami stressed that the platform is a vital medium for addressing citizens’ problems and that resolution must not be limited to formal closure of cases on the portal.
A genuine solution to the complainant’s issue must be ensured, he said.
The Chief Minister instructed District Magistrates to conduct department-wise reviews of the types of complaints most frequently received in their districts, in coordination with relevant departments, and resolve them speedily.
He asked them to analyse the reasons for recurring complaints of a similar nature and take effective steps for permanent solutions.
Chief Minister Dhami directed all District Magistrates to carry out surprise inspections of Tehsils.
“During these inspections, special attention should be paid to whether mutation (Dakhil-Kharij) cases are being processed within prescribed timeframes. Complaints related to land fraud must be addressed on priority.”
He said that the public should not be forced to make unnecessary rounds of offices for revenue-related matters and that prescribed services must be delivered on time.
Availability of clean drinking water was accorded top priority, he added.
“Immediate action must be taken on related complaints. Officials were instructed to complete an audit of pipelines and sewer lines within 15 days and submit a report. Disruptions in water supply, leakages and similar problems must be resolved without delay. Special focus was ordered on grievances pending for more than 30 days. Secretaries, Heads of Departments and District Magistrates should regularly review pending cases at their levels.”
Accountability must be fixed for officials responsible for delays beyond the stipulated timeframe, the Chief Minister said.
Long-pending grievances, including those pending for more than 180 days, should be resolved on top priority.
A department-wise status report on such cases was presented during the meeting.
The Chief Minister directed that grievances should not be marked ‘Special Close’ or ‘Force Close’ unnecessarily.
“Complainant satisfaction must be given importance, and required action must be confirmed before closure. The feedback mechanism should be strengthened so that the quality of resolution can be assessed through public feedback. Officials performing well in grievance redressal should be encouraged, while accountability must be fixed for those causing delays or showing negligence.”
Chief Minister Dhami emphasised that the fundamental objective of the CM Helpline is to establish effective communication between the state government and the public and ensure genuine, time-bound and satisfactory resolution of citizens’ problems.
During the review, the Chief Minister spoke directly to complainants.
He contacted Sanjay Kumar Rawat regarding a medical reimbursement case for his late father’s treatment that had been closed improperly; Rawat confirmed the bills remained unpaid.
Chief Minister Dhami directed officials to take immediate action and ensure payment, warning that similar harassment in sensitive matters would invite accountability.
He also spoke with Baby Kotnala of Pauri Garhwal to understand issues related to the pension for abandoned women.
They informed the Chief Minister that the issue remained unresolved despite a complaint having been lodged some time ago.
Chief Minister Dhami directed the District Magistrate of Pauri Garhwal, Swati S. Bhadauria, to take immediate and appropriate action to ensure the problem was resolved.
The Chief Minister also spoke over the phone with Geeta, a resident of Haridwar. She informed CM Dhami that a water tank had been constructed near her home about three months ago, but the supply of drinking water from it had not yet commenced.
The Chief Minister instructed the Chief Development Officer of Haridwar Lalit Narayan Mishra to visit the site, inspect the situation, and ensure the immediate commencement of the drinking water supply.
Chief Minister Dhami spoke over the phone with Shilpi Saxena, a resident of Dehradun. She mentioned that street lights were installed in her area in a timely manner after she had lodged a complaint regarding them on the CM Helpline.
She expressed her gratitude to the Chief Minister for resolving the issue.
Meanwhile, Ayush Bisht, a resident of Almora, told Chief Minister Dhami that the department had resolved his grievance regarding his scholarship.
While directing an inquiry into the reasons for the delay in the scholarship disbursement, the Chief Minister emphasised the need to ensure that students receive the benefits of government schemes within the stipulated timeframe.
Principal Secretaries RK Sudhanshu, L Fanai, and R Meenakshi Sundaram; Secretaries Shailesh Bagauli and Pankaj Kumar Pandey; Director General of Police Deepam Seth; Principal Chief Conservator of Forests (Head of Forest Force) Kapil Lal; other Secretaries; heads of various departments; and all District Magistrates (joining virtually) were present on this occasion.
–IANS
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