Chandigarh (Balwinder Singh): The Haryana government has resolved more than 15.60 lakh complaints registered on its CM Window portal, out of a total of over 16.17 lakh grievances received so far. Financial Commissioner and Additional Chief Secretary Dr Sumita Misra has directed all Deputy Commissioners (DCs) to expedite the disposal of pending complaints and submit updated action-taken reports within the next 48 hours.
The directions were issued during a review meeting held through video conferencing from the Financial Commissioner Revenue Office in Chandigarh on Friday, October 30. The meeting focused on district-wise performance and the status of pending complaints under the CM Window grievance redressal system.
According to the data presented during the meeting, the portal had received 16,17,688 complaints, of which 15,60,782 had been resolved as of October 27. Of the resolved complaints, 4,55,846 were recorded as having been addressed within the prescribed time limit.
Haryana CM Window: District-Wise Performance
Yamunanagar topped the overall district performance assessment with a score of 94 out of 100. Palwal secured the second position with 85 points, followed by Hansi with 81 and Gurugram with 80.
Other district scores included:
- Faridabad: 78
- Nuh: 77
- Narnaul: 75
- Jhajjar, Panipat and Bhiwani: 74 each
- Rewari: 73
- Panchkula, Hisar and Karnal: 72 each
- Kurukshetra: 71
The assessment covered four parameters: complaint registration, submission of action-taken reports, overdue cases and disposal performance. These carried maximum weightages of 20, 25, 25 and 30 marks, respectively.
The review also found that none of the 23 Deputy Commissioner offices included in the assessment had complaints pending at the initial level for more than 30 days. However, cases awaiting action-taken reports were identified for further action.
95% Complaint Resolution Target Set for Districts
Dr Misra directed Deputy Commissioners to prioritise overdue complaints, initiate action without delay and regularly monitor the progress of pending cases at the district level.
She asked officials to ensure that grievances were handled on a first-come, first-served basis so that older complaints did not remain unresolved. Cases where complaints had not been handled properly were also flagged, with the concerned Deputy Commissioners instructed to examine and resolve them within one day.
During the meeting, officials also reviewed complaints received through social media. A total of 1,05,696 grievances had been registered through these channels, of which 85,883 had been resolved as of October 21.
While noting the overall disposal performance, Dr Misra called for faster action and directed all Deputy Commissioners to improve their performance and achieve a 95% resolution rate. She also appreciated the performance of the Palwal Deputy Commissioner during the previous month.
Officials Asked to Address Farmer, Land and Pension-Related Grievances
The review meeting also examined individual complaints concerning the creation of Farmer IDs and their impact on PM-Kisan instalments, access to land records, demarcation and possession of allotted residential plots, marriage assistance, property records and pending agricultural payments.
Dr Misra also emphasised improving the quality of complaint registration on the CM Window portal.
Data entry operators deployed at CM Window counters in Deputy Commissioner and Sub-Divisional Magistrate offices were advised to record the complete subject of complaints as explained by applicants instead of entering brief, irrelevant or incomplete descriptions.
She said clear and comprehensive complaint entries would help officials understand the nature of grievances and facilitate their examination at the initial stage.
DCs Asked to Use Social Media for Grievance Redressal
The Financial Commissioner directed Deputy Commissioners to identify recurring complaints involving vacant posts and issues affecting large sections of the population through social media and bring them to the Chief Minister’s attention.
Deputy Commissioners were also asked to maintain their own social media handles and directly share grievance redressal updates with complainants.
Additionally, portal users were advised to update their profile details after logging in to ensure that their information remained accurate.
Dr Misra reiterated that officials must strengthen follow-up mechanisms and speed up action on pending complaints so that citizens do not have to make repeated visits to government offices or wait unnecessarily for their grievances to be addressed.
