(OSD to CM) Rakesh Sandhu chaired a state-level video conference from Chandigarh to review the status
State-level meeting held through video conference; officials asked to prioritise public grievances, strengthen coordination and act promptly on social media complaints
YAMUNANAGAR / PEN OF DEMOCRACY NEWS DESK
Haryana Chief Minister’s Officer on Special Duty (OSD to CM) Rakesh Sandhu on Thursday chaired a state-level video conference from Chandigarh to review the status of complaints received through the CM Window and the action being taken by district administrations for their disposal. During the meeting, Sandhu held a detailed discussion on pending grievances and issued necessary directions to officials to ensure that complaints related to public interest were addressed promptly and effectively.
The meeting focused on strengthening the grievance redressal mechanism and ensuring that citizens approaching the CM Window receive timely and satisfactory responses. Sandhu reviewed the progress of complaints and sought detailed information regarding the action being taken by different departments.
He also interacted with Eminent Citizens associated with the grievance redressal mechanism and sought feedback regarding complaints being received through the CM Window and those raised by people during Samadhan Shivirs. Information was also sought about the manner in which district-level officials were dealing with such complaints and the steps being taken to resolve them.
Sandhu emphasised that matters directly affecting the public should be dealt with on priority and that all concerned departments must work in close coordination. He said effective coordination between departments was essential for ensuring that complaints did not remain pending because of procedural delays or lack of communication between officials.
The OSD to the Chief Minister also reviewed the functioning of grievance mechanisms beyond the conventional CM Window platform. At the conclusion of the video conference, he discussed the Social Media Grievance Tracker (SMGT) and directed officials to ensure that complaints received through social media platforms were also taken up promptly.
He stressed that social media had become an important channel through which citizens communicate their problems to the administration. Therefore, grievances appearing on social media should not be ignored and should be forwarded to the concerned departments for appropriate action.
SDM Vishwanath reviews CM Window complaints after video conference:
Following the video conference, SDM Vishwanath conducted a detailed review of complaints received through the CM Window at the local level. He directed officers of the concerned departments to ensure that public grievances were resolved on priority and within the prescribed time frame.
The SDM said the objective of the grievance redressal system was not merely to dispose of complaints on paper but to provide genuine relief to complainants. He instructed officials to examine each complaint carefully, identify the actual issue involved and take appropriate action in coordination with the concerned departments.
Vishwanath also reviewed pending complaints and directed officials to establish better coordination wherever more than one department was involved. He said unnecessary delays should be avoided and complaints should be disposed of as quickly as possible after examining the facts.
He further instructed officers to implement the directions issued during the state-level video conference without delay. Departments were asked to maintain regular communication with one another so that issues requiring joint action could be resolved efficiently.
Focus on Samadhan Shivirs:
The SDM also reviewed complaints received during Samadhan Shivirs and directed officials to ensure that these grievances were resolved within the stipulated period.
He said Samadhan Shivirs provide citizens with a direct opportunity to place their problems before the administration and therefore complaints received through these camps should be handled with seriousness and sensitivity.
Vishwanath said citizens expect the administration to listen to their problems and provide solutions. A delay in resolving genuine grievances can lead to dissatisfaction among the public. Therefore, officials must ensure that complaints are not allowed to remain pending unnecessarily.
He directed departmental officers to regularly monitor the status of complaints and submit updates regarding action taken. Where a complaint requires verification, inspection or coordination with another department, the process should be initiated immediately.
Time-bound disposal to strengthen public confidence:
The SDM said timely resolution of public complaints would not only provide relief to complainants but would also strengthen public confidence in the administration.
He emphasised that an efficient grievance redressal system is an important part of good governance. Citizens should be able to approach the administration with confidence and receive a response within a reasonable time.
Officials were also asked to ensure that the information provided to complainants was clear, factual and based on the action actually taken by the department. The administration, he said, should maintain transparency while dealing with public grievances.
Vishwanath stressed that every complaint should be treated according to its nature and urgency. Issues directly affecting essential public services or the daily lives of citizens should receive immediate attention.
Social media grievances also to receive prompt attention:
The discussion on the Social Media Grievance Tracker was another important aspect of the meeting. With citizens increasingly using social media to highlight civic and administrative issues, officials were directed to monitor such complaints and ensure that they reached the appropriate department quickly.
The administration was instructed to avoid delays in responding to complaints received through digital platforms. Officials were also encouraged to maintain coordination so that complaints raised publicly could be examined and resolved through the proper administrative process.
The meeting underlined the administration’s focus on creating a responsive grievance redressal mechanism in which complaints received through the CM Window, Samadhan Shivirs and social media are handled through a coordinated system.
Officials were reminded that the effectiveness of the grievance redressal mechanism depends on the seriousness with which complaints are examined and the speed with which appropriate action is taken.
The state-level directions were subsequently discussed at the local level so that the concerned departments could act on pending grievances and improve the overall response mechanism.
Those present at the meeting included SDM Vyasapur Dr Kuldeep Singh, ASP Ashish Chaudhary, Deputy CMO Dr Divya Mangla, Public Health SDO Lal Singh, officers of the concerned departments and Eminent Citizens.
The administration reiterated that resolving public complaints in a timely and satisfactory manner would remain a priority and that officials should work collectively to ensure that citizens receive effective relief from the grievance redressal system.
