The administration in Gautam Buddh Nagar has intensified its focus on the disposal of complaints registered through the IGRS portal, signaling a stricter approach toward delays and unsatisfactory grievance redressal. During a review meeting held at the Collectorate auditorium, Additional District Magistrate (Finance and Revenue) Atul Kumar conducted a detailed assessment of complaint disposal status, pending cases, and feedback received from complainants across multiple departments.
The meeting highlighted growing concern over departments receiving dissatisfied feedback and cases falling under the defaulter category. Strict instructions were issued to ensure accountability and improve the quality of grievance resolution mechanisms across the district.
Strict Action Ordered Against Negligence
During the review, strong displeasure was expressed over departments that received negative or dissatisfied feedback from complainants. Instructions were issued to the officer in charge of IGRS to initiate warning notices and seek explanations from officials responsible for poor performance.
The administration emphasized that grievance redressal should not remain a procedural formality. Instead, departments must focus on providing effective and satisfactory solutions to citizens. Officials were directed to personally communicate with complainants over phone calls to better understand their concerns and ensure proper resolution within the stipulated timeframe.
According to the administration, direct interaction with complainants can significantly improve transparency, reduce misunderstandings, and help departments resolve issues more efficiently.
IGRS Performance Directly Impacts District Ranking
Officials were reminded during the meeting that IGRS performance is monitored at the state government level, and district rankings are determined based on the efficiency and quality of complaint disposal. Delays, negligence, or repeated dissatisfied feedback can negatively affect the district’s administrative image and ranking.
Clear instructions were issued stating that negligence at any level would not be tolerated. Departments were asked to regularly monitor pending complaints and ensure that grievances are addressed without unnecessary delays.
The administration also instructed all departments to conduct daily monitoring of the IGRS portal within their respective offices. Regular internal reviews are expected to speed up complaint disposal and improve citizen satisfaction.
Focus on Quality Resolution and Citizen Satisfaction
A major point discussed during the meeting was the need to ensure genuine resolution rather than merely closing complaints on paper. Officials noted that in several cases complaints are marked as resolved, but complainants remain dissatisfied with the outcome, leading to poor feedback and affecting departmental performance.
The administration stressed that grievance handling must be carried out with seriousness and sensitivity. Quick and effective resolution of public complaints remains a top administrative priority, and departments have been instructed to handle pending cases on a priority basis.
Officials were reminded that citizen trust in governance largely depends on how efficiently public grievances are addressed. Better coordination among departments and proactive communication with complainants were identified as key measures to improve performance on the IGRS platform.
Officials from Multiple Departments Attended Meeting
The review meeting witnessed the participation of officials from several departments, including Deputy Collector Abhay Kumar, Chief Panchayat Officer Priyanka Chaturvedi, District Social Welfare Officer Satish Kumar, Assistant Labour Commissioner Suyash Pandey, ACMO Sanjeev Saraswat, Block Development Officer Neha, along with officers from development authorities and other concerned departments.
Through this review meeting, the Gautam Buddh Nagar administration has sent a clear message that negligence in handling public grievances through the IGRS portal will invite strict scrutiny and accountability. Departments are now expected to ensure timely, transparent, and satisfactory grievance resolution in line with the priorities set by the state government.
