Delhi Government Implements Corporate-Style Grievance Redressal System
New Delhi: Taking inspiration from corporate customer service models, the Delhi government has finalized a comprehensive three-level, time-bound escalation mechanism designed to prevent citizen complaints from getting trapped in bureaucratic delays. This innovative system ensures automatic escalation when complainants express dissatisfaction and mandates feedback collection through dedicated call centers, aiming for complete citizen satisfaction.
Structured Timeline for Complaint Resolution
According to the newly drafted Standard Operating Procedure reviewed by sources, every grievance registered through the Delhi Mitra application will follow a strict timeline. The initial level allows 21 days for resolution, followed by two successive 10-day escalation windows if the citizen remains dissatisfied. This structured approach guarantees that no complaint remains unresolved indefinitely.
The system accepts complaints regarding service delivery failures, concerns about public services, and suggestions for governance improvement. However, matters related to Right to Information requests, court cases, financial assistance applications, job demands, and service issues of government employees fall outside its scope.
Unified Platform Integrating Multiple Departments
Designed as a unified grievance redressal platform, this mechanism brings together various departments of the Delhi government, Delhi Police, Delhi Development Authority, Municipal Corporation of Delhi, New Delhi Municipal Council, and Delhi Cantonment onto a single digital platform. This integration eliminates fragmented complaint handling across different agencies.
In August last year, a cabinet meeting chaired by Chief Minister Rekha Gupta approved the launch of the Delhi Mitra application. Officials revealed that both the app and web portal have been developed, with training underway for personnel across departments. Nodal officers for various departments have also been appointed, and the system is expected to become publicly accessible by the end of February.
Three-Tier Redressal Structure with Public Hearings
Under the three-tier redressal structure, first-level officers, designated as Jan Shikayat Samadhan Adhikaris, will examine grievances, conduct field verification when necessary, coordinate with field staff, and upload action-taken reports within the 21-day timeframe. To enhance accessibility, these officers will also conduct weekly public hearings every Wednesday from 10 AM to 12 PM without requiring prior appointments.
Citizen feedback will be systematically collected at every stage of disposal, providing real-time performance indicators for departments. If dissatisfaction persists, grievances automatically escalate to the appellate authority, which must review actions and issue fresh directions within 10 days. Continued dissatisfaction triggers a final escalation to the ultimate appellate authority, which re-examines cases and passes final orders within another 10-day window.
Multiple Filing Channels and Accountability Measures
The SOP document emphasizes that by integrating all online and offline modes into a single platform, the application ensures accountability and guarantees that every grievance gets acknowledged, processed, monitored, and resolved within fixed timelines. The 100% feedback mechanism through call centers strengthens citizen participation while providing measurable indicators of departmental performance.
Citizens can file grievances through multiple channels: the web portal or application using mobile-based OTP verification, a dedicated call center reachable via 1902, or offline at offices of the chief minister, ministers, and chief secretary. Offline complaints will be digitized and incorporated into the same tracking system, ensuring transparency and eliminating parallel or opaque processes.
This comprehensive approach represents a significant shift toward responsive governance, leveraging technology and structured processes to address citizen concerns efficiently while holding departments accountable through measurable outcomes and continuous feedback loops.
