Soon Delhiites may lodge complaint via WhatsApp, toll free helpline and grievance boxes in offices: CM Rekha Gupta issues order

Delhi CM Rekha Gupta has issued an order stating complaint boxes would be installed at various government offices, which will be monitored by her office. Along with the installation of these boxes she also ordered the updation of the Public Grievance Redress and Monitoring System(PGMS) so that it becomes more people friendly and the public doesn’t face any technical and procedural problems, a TOI report stated.

The officials have asked to also make arrangements to receive the complaints through Whatsapp, mobile apps and toll free numbers along with written complaints submitted in the boxes.

This decision was taken at the meeting with all the heads of the concerned departments and the CM assured of timely redressal of every complaint lodged.


The PGMS portal is an online platform which will be available 24/7 where any complaint of service deficiency about any department can be lodged at any time. This portal would be a useful platform to inform departments about peoples grievances. She made it clear that no complaint should be unaddressed by the department. The departments will have to make an action-taken report on the complaints and all the pending grievances with the departments should be resolved immediately.

The Delhi CM felt that the previous government was very callous about peoples complaints, but her government is fully cognizant of the grievances. “The complaints either didn’t reach the concerned officials or if they reached they were not acted upon,” she claimed. Her government will develop an efficient grievance redressal mechanism to ensure timely solution to peoples problems.

CM has ordered departments to take steps to make sure they enhance the PGMS platform. In the spirit of good governance, she has instructed the heads of departments to monitor the PGMS portal regularly and find solutions to address peoples grievances.

The CM has emphasised that there should be no hold up in complaint redressal and their actions should be more open and transparent to the common people.

Meanwhile, the opposition party Aam Aadmi Party (AAP) has accused the BJP of ignoring Delhi's mounting problems, including constant power outages, a worsening water crisis, and skyrocketing school fees. The capital is experiencing daily distress, AAP claimed, while the BJP looked the other way.