SRINAGAR: Chief Secretary Atal Dulloo on Wednesday reviewed the functioning of the public grievance redressal system across Jammu and Kashmir, stressing the need for timely and effective resolution of complaints and greater citizen satisfaction.
The review focused on the quality of grievance disposal, response time of departments and district administrations, and public feedback on grievance resolution.
During the meeting, Dulloo said the effectiveness of the grievance redressal mechanism should be measured not merely by disposal figures but by the quality of resolutions and the satisfaction of complainants.
He directed departments and district administrations to ensure prompt and meaningful resolution of public grievances and stressed the importance of addressing recurring issues and delays to strengthen public trust in governance.
Commissioner Secretary, Public Grievances, Saurabh Bhagat presented a detailed review of the JK Samadhan portal and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
According to the presentation, a total of 1,60,685 grievances had been received through the two platforms up to September 25, 2026. Of these, 1,36,977 grievances had been disposed of or closed, reflecting an overall disposal rate of 85 per cent, while 23,708 complaints remained 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 are currently under process.
Under CPGRAMS, 20,584 grievances were received, of which 12,443 have been resolved, while 8,141 remain pending.
The review also examined citizen feedback on grievance handling. Officials informed the meeting that feedback had been received from 5,239 complainants, with scope for improving both the quality and timeliness of responses.
On the expansion of the portal, 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, achieving around 70 per cent coverage as of September 24.
Officials also outlined plans to upgrade the platform through new technological interventions. The Department of Public Grievances is working on a memorandum of understanding to adopt selected features of Rajasthan’s grievance redressal model.
In addition, the department is collaborating with the Bhaskaracharya National Institute for Space Applications and Geo-informatics (BISAG-N) to introduce artificial intelligence-based tools and predictive analytics to improve grievance management and citizen satisfaction.
The meeting was also informed that JK Samadhan 2.0 is proposed to be integrated with WhatsApp, allowing citizens to access grievance redressal services through the messaging platform.
The Chief Secretary directed departments to focus on reducing delays, improving responsiveness and ensuring that grievance disposal results in meaningful resolution of public concerns.
