Filing complaints might just be a click away

Govt plans website and helpline to register grievances

  Citizens might soon be able to file complaints against government departments online or call a dedicated helpline.

The State government plans to launch a website to register public grievances across all departments. Those without access to the Internet can call a helpline to register complaints.

The success of  Sakaala, the government’s flagship citizen’s right to services programme, has spurred the Department of Personnel Administration and Reforms (DPAR) to launch e-Janaspandana, for online registration of public grievances.

“Any person having complaints or grievances about the functioning of any of the government departments can electronically register the same after logging on to the web portal. The portal has been designed so that the mails are automatically sorted to reach the person in the department tasked with carrying out remedial measures and initiate action,” said DPAR principal secretary Shalini Rajneesh.

Citizens can also visit the department and submit a complaint or even send a complaint letter by post. In each case, the complainant will receive a reply, including an acknowledgement number, for future reference.  

The acknowledgement number will be sent to the mobile number or e-mail ID of complainant. In case the grievance is sent by post and neither mobile number or e-mail ID  is provided, a letter will be posted to the citizen’s address. The complainants will also get timely updates on the status of disposal of their grievance.

The entire system will not only ensure speedy disposal of grievances but will make the procedure as paperless as possible, the officer said. The URL of the portal and the phone number of helpline will be announced soon.

An e-Janaspandana training programme for officers was recently organised at the Vidhana Soudha. More training programmes have been planned. Those taking the helpline route, can narrate their complaints and will receive acknowledgements similar to the online route.

“Those who want to electronically send supporting documents related to their grievance but do not have access to Internet facilities at their homes, can visit their nearest BangaloreOne or DistrictOne centres. We will  issue instructions to these centres to help people scan and upload such documents,” Rajneesh said.