Under the new directive, municipal commissioners, regional joint directors, and chief municipal officers must ensure that every complaint is addressed within the prescribed period and updated on designated government portals. Authorities said the move is aimed at improving accountability and restoring public confidence, as delays have been undermining the credibility of grievance systems.
Officials stated that the order follows a recent review which found that more than 50 percent of public petitions remain pending, with many exceeding the 21-day resolution limit. The government described the backlog as a matter of serious concern, noting that unresolved complaints weaken citizen trust and affect service delivery.
To tighten monitoring, all additional chief secretaries, principal secretaries, and departmental secretaries have been instructed to conduct weekly reviews of grievance status. Nodal officers appointed in each department have been made directly responsible for tracking pending cases and ensuring prompt disposal. The directive emphasizes that these officers must take personal interest in resolving complaints rather than relying solely on routine file movement.
Authorities have also made digital documentation mandatory. After each complaint is resolved, departments must upload details of the action taken through their official login credentials on the designated grievance portals. This requirement is intended to enable real-time monitoring at the state level and allow senior officials to evaluate performance metrics across departments and districts.
Administrative experts say the order reflects a growing policy focus on time-bound governance and measurable service standards. By linking accountability to digital tracking and regular reviews, the state aims to reduce bureaucratic delays and create a transparent system in which citizens can monitor the status of their complaints.
Officials indicated that compliance will be closely watched and that departments showing persistent delays may face administrative scrutiny. The initiative is expected to streamline grievance handling and set a precedent for stricter service timelines in other sectors as well.
