CM launches unified grievance portal for filing complaints

 NEW DELHI

Promising faster grievance redress and greater transparency, Chief Minister Rekha Gupta on Saturday launched the ‘CM Jan Sunwai Portal’, a unified digital platform that allows residents to register complaints related to all Delhi government departments.

Speaking at the inauguration, Ms. Gupta said citizens can now lodge complaints concerning the Municipal Corporation of Delhi (MCD), the Delhi Development Authority (DDA), the Delhi police, and all other departments on one platform. “The system has been designed to be simple and user-friendly, ensuring that citizens can submit grievances without technical difficulty. Complaints, jurisdictions and departmental officers have already been mapped within the system,” she said.

The Chief Minister noted that upon assuming office, she found that while multiple platforms for filing complaints existed, there was no effective monitoring mechanism to ensure timely resolution. “Complaints were often transferred between departments without clarity for applicants regarding timelines or levels of action. The CM Jan Sunwai Portal and app have been introduced to address this gap,” she said.

Complaints can be registered through four modes – the online portal, a mobile app, a dedicated call centre (1902), and offline submission at the Chief Minister’s Office. A three-tier grievance redress mechanism has been introduced comprising the Grievance Redressal Officer (GRO), Appellate Authority (AA), and Final Appellate Authority (FAA).

According to an official statement, each complaint will be assigned a unique reference ID with SMS updates at every stage. Citizens can provide feedback, and cases receiving negative feedback will be automatically escalated to ensure accountability. 
Ms. Gupta said physical Jan Sunwai sessions will continue alongside the digital system. “The portal symbolises a government committed not only to listening, but also to delivering timely solutions,” she added.

The government also launched new IT initiatives and an asset management portal, which will provide information on land, buildings, availability, and encroachment. It also integrated e-District services with the Common Service Centre (CSC) network. Over 7,000 active CSC centres across Delhi will provide services such as income, caste, and residence certificates, as well as birth and death certificates, along with other services linked to social welfare, labour, and education.