By The Haryana Government has tightened its public grievance redressal mechanism by introducing stricter monitoring of complaints registered on the Jan Samvad Portal. Acting on the directions of Chief Minister Nayab Singh Saini, all administrative secretaries will now conduct daily reviews of pending grievances to ensure quicker resolutions, better accountability, and regular communication with complainants.
The move follows the Chief Minister’s recent review meetings, where he expressed concern over pending cases and feedback received from citizens. Saini made it clear that negligence in handling public complaints would not be tolerated and instructed departments to improve the quality and timeliness of their responses.
Daily Monitoring Made Mandatory
According to an “Urgent/Most Important” communication issued by the Chief Minister’s Office, every department must closely monitor complaints registered on the Jan Samvad Portal. Administrative secretaries have been directed to personally review the progress of each case and ensure that updates are regularly uploaded to the portal.
The Chief Minister also voiced dissatisfaction over delays in resolving grievances and instructed departments to maintain real-time tracking of complaint status until cases are fully addressed.
Officials Asked to Stay in Touch with Complainants
The government observed that in several instances, complainants were not contacted by the concerned departments, resulting in the same grievances being repeatedly escalated to the Chief Minister’s Office.
To address this issue, officials have now been directed to maintain active communication with complainants throughout the resolution process. Departments have also been warned that unnecessary repetition of complaints could lead to accountability being fixed on the concerned officers or employees.
Action Taken Reports Must Be Detailed and Verified
The government has instructed all departments to ensure that Action Taken Reports (ATRs) are clear, factual, and supported by complete information. Every ATR uploaded to the Jan Samvad Portal must carry the signature of the respective Head of Department, as these reports are also reviewed at the Chief Minister’s level.
Reasons Must Be Recorded for Non-Feasible Cases
For grievances that cannot be resolved, departments must provide detailed reasons before categorising them as “Denied” or “Not Feasible.” Authorities have also been directed to communicate these reasons to the complainants, ensuring greater transparency in the grievance redressal process.
The government has additionally stressed the importance of correctly classifying complaints to avoid procedural delays.
Independent Inquiry for Complaints Against Officials
To ensure impartiality, the government has introduced a key procedural safeguard. If a complaint is filed against a government officer, that officer will not be allowed to investigate the matter. Instead, the inquiry will be assigned to an independent senior official to ensure a fair and transparent investigation.
No Excuses Over Staff Shortages
Chief Secretary Anurag Rastogi has instructed all administrative secretaries and department heads to make optimum use of available manpower. Reiterating the Chief Minister’s position, he said staff shortages cannot be cited as a reason for delays in delivering public services.
Departments have been directed to address manpower-related issues proactively and ensure that government work is completed without unnecessary delays, reinforcing the state’s commitment to efficient and citizen-centric governance.
