Srinagar, Sep 30 (NVI) Jammu and Kashmir Chief Secretary Atal Dulloo on Wednesday reviewed the public grievance redressal mechanism across the Union Territory, with a focus on the quality and timeliness of disposal of complaints and citizen satisfaction.
The review meeting assessed the performance of various departments and district administrations and discussed measures to make the grievance redressal system more responsive, transparent and citizen-centric.
Dulloo said the success of the grievance redressal mechanism should be measured by the quality of resolution and the satisfaction of complainants.
He directed departments and district administrations to resolve public grievances promptly and effectively, and stressed that citizen feedback should be used as an important benchmark to assess their performance.
The Chief Secretary also called for identifying the reasons behind delays and addressing recurring grievances to strengthen public trust in the administration.
Commissioner Secretary, Public Grievances, Saurabh Bhagat made a detailed presentation on the functioning of JK Samadhan and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
According to the data presented at the meeting, 1,60,685 grievances had been received through the two platforms as of September 25, 2026. Of these, 1,36,977 had been redressed or closed, registering an overall disposal rate of 85 per cent, while 23,708 complaints were under process.
JK Samadhan accounted for 1,40,101 grievances, of which 1,24,534 had been disposed of, achieving a disposal rate of 89 per cent. Another 15,567 grievances were under process.
CPGRAMS received 20,584 grievances, with 12,443 disposed of and 8,141 awaiting resolution.
The review also covered citizen feedback, with the department analysing 5,239 responses to assess the quality and timeliness of grievance resolution.
The meeting was informed that 15,75,457 households had been registered on JK Samadhan against a target of 22,49,631 households across Jammu and Kashmir, representing 70 per cent coverage as of September 24.
The administration is also working on upgrading JK Samadhan through technological interventions, including artificial intelligence-based features and predictive analytics in collaboration with BISAG-N.
The department has initiated the process for an MoU to replicate relevant features of Rajasthan’s grievance redressal model in Jammu and Kashmir, officials said.
Another proposed initiative is the integration of JK Samadhan 2.0 with WhatsApp, which would allow citizens to access grievance redressal services through the messaging platform.
The meeting was attended by Administrative Heads of departments, Divisional Commissioners of Jammu and Kashmir, Deputy Commissioners, senior officials of NIC and Heads of Departments, besides a team from BISAG-N.—(NVI)
