Chief Minister Rekha Gupta on Wednesday announced that her office will directly handle public grievances to ensure swift and effective governance.
In a move aimed at revamping the existing system, she directed the installation of complaint boxes at Sub-Divisional Magistrate (SDM), Additional District Magistrate (ADM), and Sub-Registrar offices across the city. The complaints collected will be monitored directly by the Chief Minister’s Office (CMO).
Chairing a high-level review meeting with the Chief Secretary and Heads of Departments (HODs) at the Delhi Secretariat, CM Gupta reviewed pending complaints listed on the Public Grievances Management System (PGMS) portal. She directed all departments to take urgent steps to clear the backlog and prepare Action Taken Reports to ensure transparency and timely resolution.
To strengthen public access to the grievance mechanism, Gupta announced that complaint boxes will be installed at all offices of Sub-Divisional Magistrates (SDMs), Additional District Magistrates (ADMs), and Sub-Registrars. These boxes will allow citizens to submit written complaints, which will then be monitored and evaluated directly by the Chief Minister’s Office.
She also instructed officials to expand the complaint submission system by enabling citizens to register grievances through WhatsApp, mobile apps, and toll-free numbers. Gupta stressed that the PGMS platform must be made more user-friendly, so that no one faces technical barriers in raising their concerns.
Criticising past governments for negligence, the Chief Minister said that citizens’ complaints often failed to reach the authorities or were ignored altogether. She reiterated that her administration is fully committed to ensuring that every issue is acknowledged and resolved in a time-bound manner.
The meeting was attended by senior officials from departments including Revenue, PWD, Delhi Police, DDA, Education, DJB, MCD, Health, Social Welfare, Labour, and Transport. All were directed to prioritise grievance resolution and ensure that their operations become more transparent and accountable.
Gupta reaffirmed her Government’s zero-tolerance policy towards corruption and warned that no department will be allowed to operate with impunity. “Our goal is to build a strong, transparent, and efficient grievance redressal system where every voice is heard and action follows without delay,” she said.
The Chief Minister also instructed departments to regularly monitor pending complaints and ensure swift resolutions, marking a decisive push toward more people-centric governance.
