Grievance redress gets boost with tech, community camps: CM Rekha Gupta

Delhi Chief Minister Rekha Gupta on Sunday (June 22, 2025) said the Delhi Government is adopting hi-tech systems and increasing direct engagement with citizens to address public grievances more effectively.

Asserting that resolving citizens’ complaints was her administration’s “core commitment”, Ms. Gupta said the Delhi government was implementing Prime Minister Narendra Modi’s “vision of transparent, time-bound governance”.

“To resolve issues efficiently, problems are being addressed in public hearing centers under the leadership of the District Magistrates (DMs) on weekends. A 24×7 Public Grievance Monitoring System (PGMS) is also operational,” the Chief Minister stated.

Public outreach

According to the Chief Minister’s Office (CMO), on her directions, jan sunwayi (public hearing) camps are now being held every weekend across all 11 revenue districts. These camps are chaired by DMs and attended by senior officials from various departments, including the Municipal Corporation and Delhi Police.

“To make the process more citizen-friendly, these hearings are being held in community spaces such as schools, local chaupals, and banquet halls rather than restricting them to government offices,” the CMO said.

In these camps, officials attempt to resolve grievances on the spot. Unresolved matters are referred to the departments concerned for timely follow-up. The hearings also see the participation of local MLAs, municipal councillors, Resident Welfare Associations, and residents.

“Over 600 citizens attended the most recent weekend camps. Earlier, 1,260 people participated on May 17 and over 1,350 on May 24. These are more than grievance redressal events. They reflect a commitment towards listening and acting promptly,” said the CMO in a statement.

Last month, the Chief Minister instructed the installation of ‘complaint and suggestion’ boxes at the offices of DMs, Sub-District Magistrates, and Sub-Registrars. The CMO will monitor the input received. She also asked officials to draft a plan for receiving complaints via WhatsApp, mobile apps, and toll-free numbers, especially after reports that the existing portal for filing service-related complaints had become unreliable.

Last month, Ms. Gupta directed officials to attend District Development Committee (DDC) meetings, chaired by MLAs, and ensure their presence at the jan sunwayi camps.

Chief Minister Gupta said she also makes it a point to meet citizens personally at her residence to address their issues directly. “Public trust is our greatest strength. Our government is alert, compassionate, and committed to resolving every issue. We are enacting Prime Minister Modi’s belief that governance should be about service, not control. We are fully committed to serving the people with accountability,” she said.

Responding to the CM’s remarks, the Aam Aadmi Party said in a statement, “The people of Delhi are fed up. From skyrocketing school fees to jhuggi demolitions, power cuts, water shortages, and waterlogging, Delhiites are hitting the streets in protest.”

The party claimed that the people of Delhi are fondly recalling the previous Arvind Kejriwal-led government’s effective governance. “In contrast, the BJP is running a clueless administration. What’s the point of the BJP’s jan sunwai drama when not a single problem is actually being solved on the ground?” it said.