CS Reviews Quality, Timeliness of Public Grievance Redressal Across J&K , 1.36 Lakh of 1.60 Lakh Grievances Disposed; JK Samadhan Set for AI, WhatsApp Integration
Srinagar, September 30: Chief Secretary Atal Dulloo on Wednesday reviewed the functioning of the public grievance redressal mechanism across Jammu and Kashmir, with focus on the quality and timeliness of complaint disposal and citizen satisfaction.
The meeting was attended by Commissioner Secretary, Public Grievances, Saurabh Bhagat; Administrative Heads of Departments; Divisional Commissioners of Jammu and Kashmir; Deputy Commissioners; SIO, NIC; Heads of Departments and representatives of BISAG-N.
Dulloo said the effectiveness of the grievance redressal system should be assessed not merely by the number of complaints disposed of but also by the quality of resolution and satisfaction of complainants. He directed departments and district administrations to address grievances promptly and effectively.
He also stressed the importance of citizen feedback in assessing the performance of departments and districts and called for identification of the causes of delays and recurring complaints.
During the meeting, Saurabh Bhagat presented a detailed assessment of JK Samadhan and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), covering grievance disposal, departmental and district-wise performance, urgent complaints, citizen feedback and household registrations.
According to the assessment, 1,60,685 grievances had been received through the two platforms as of September 25, 2026. Of these, 1,36,977 had been redressed or closed, recording an overall disposal rate of 85 per cent, while 23,708 remained under process.
JK Samadhan accounted for 1,40,101 grievances, of which 1,24,534 had been disposed of, recording an 89 per cent disposal rate. Another 15,567 grievances were under process.
CPGRAMS recorded 20,584 grievances, with 12,443 disposed of and 8,141 pending resolution.
The review also examined citizen feedback, with the department analysing 5,239 responses to assess the quality and timeliness of grievance disposal.
On the expansion of JK Samadhan, the meeting was informed that 15,75,457 households had been registered on the platform against a target of 22,49,631 households, achieving 70 per cent coverage across Jammu and Kashmir as of September 24, 2026.
The department also presented plans to upgrade JK Samadhan through technological interventions. It has initiated the process for an MoU to replicate relevant features of Rajasthan's grievance redressal model in Jammu and Kashmir.
In collaboration with BISAG-N, the department is also working on introducing artificial intelligence-based features and predictive analytics to strengthen grievance management and improve citizen satisfaction.
Another proposed upgrade is the integration of JK Samadhan 2.0 with WhatsApp, allowing citizens to access grievance redressal services through the widely used messaging platform.
The Chief Secretary directed that the focus remain on timely disposal, stronger departmental accountability and ensuring that closure of grievances translates into meaningful resolution of citizens' concerns. ANB
