Dr. Sumita Misra Directs DCs To Expedite Pending Cm Window Grievances; Over 15.60 Lakh Complaints Resolved

 Chandigarh, 

Haryana Financial Commissioner Revenue and Additional Chief Secretary, Dr. Sumita Misra, on Friday directed all Deputy Commissioners to expedite the disposal of pending grievances registered on the CM Window portal and ensure that citizens' complaints are addressed promptly within the prescribed timelines. She emphasised the need for close monitoring of overdue complaints and timely submission of action-taken reports to prevent unnecessary delays in grievance redressal.

Dr. Misra was chairing a review meeting with Deputy Commissioners through video conferencing from the Financial Commissioner Revenue office in Chandigarh to assess district-wise performance and review the status of pending complaints under the CM Window grievance redressal system.

It was apprised during the meeting that 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.

Dr. Misra directed the Deputy Commissioners to give priority to overdue cases, ensure that action is initiated without delay and regularly review the progress of pending grievances at the district level. She stressed that complaints should not remain unattended at any stage and that responsibility for timely action must be clearly monitored.

In the district-wise composite performance assessment, Yamunanagar secured the highest score of 94 out of 100, followed by Palwal with 85, Hansi with 81 and Gurugram with 80. Faridabad scored 78, Nuh 77 and Narnaul 75.

Jhajjar, Panipat and Bhiwani each recorded a score of 74, while Rewari scored 73. Panchkula, Hisar and Karnal each scored 72, followed by Kurukshetra with 71. The composite assessment evaluates four parameters: taking up complaints, submission of action-taken reports, overdue cases and disposal performance, carrying maximum scores of 20, 25, 25 and 30, respectively.

The review also highlighted that none of the 23 Deputy Commissioner offices covered had complaints remaining unaddressed at the initial stage for more than 30 days. However, cases where action-taken reports were awaited were identified for further follow-up.

While reviewing grievances received through social media, the meeting noted that 1,05,696 grievances had been recorded, of which 85,883 had been disposed of as of October 21. Dr. Misra observed that the overall resolution performance was good but required faster action. She directed all DCs to improve their performance and achieve a 95 per cent resolution rate, while appreciating the performance of DC Palwal during the previous month.

She emphasised that grievances must be addressed on a first-in, first-out (FIFO) basis, ensuring that no old cases remain pending. Reviewing cases where grievances had not been handled properly, she directed the concerned DCs to examine and resolve them within a day.

She further directed that persistent grievances relating to vacancies and similar issues affecting large numbers of people be identified through social media and brought to the notice of the Chief Minister. As per instruction, DCs were also asked to maintain their own social media handles and communicate updates on grievance redressal directly to complainants. 

The meeting also reviewed individual grievances relating to Farmer ID generation and its impact on PM-KISAN instalments, access to land records, demarcation and possession of allotted residential plots, marriage assistance, property records and pending agricultural payments.

The review also emphasised improving the quality of complaint registration. Data entry operators deployed at CM Window counters in Deputy Commissioner and Sub-Divisional Magistrate offices were advised to record the complete subject of the grievance as stated by the applicant instead of using short, irrelevant or incomplete descriptions. It was observed that clear and comprehensive subject entries help officials understand the nature of complaints and facilitate their examination at the initial stage.

Dr. Misra directed officers to resolve the pending issues in next 48 hours and submitted the updated Action taken report. She also advised portal users to update their profile details after logging in to ensure accurate maintenance of information.

Dr. Misra reiterated the importance of an efficient and responsive grievance redressal mechanism, directing district administrations to accelerate action on pending complaints, strengthen follow-up and ensure that citizens do not have to make repeated visits or wait unnecessarily for resolution of their grievances.