Rekha Government’s New Initiative: ‘Delhi Mitra’ App to Resolve Complaints Efficiently

New Delhi– In a significant move to address the problems of Delhi residents more effectively, the Delhi Government Cabinet has approved the launch of a single platform – the ‘Delhi Mitra App – Public Grievance Redressal System’ – to manage all public grievances. Chief Minister  Rekha Gupta said this initiative will mark a milestone in promoting transparency, accountability, and time-bound service delivery in governance. A key feature of the app is that complaints related to the Delhi Government, Delhi Police, Municipal Corporations, and other departments will be addressed through a unified system. The platform has been designed to ensure that every grievance is resolved without exception.

The Cabinet meeting, held at the Delhi Secretariat under the chairpersonship of Rekha Gupta, was attended by all Cabinet Ministers. The Chief Minister emphasised that her government’s priority is to resolve citizens’ issues in a simple, convenient, and timely manner. She added that the administration seeks not just paperwork but genuine solutions. The digitalisation of grievance redressal will allow monitoring at every stage, with senior officials tracking each case until resolution. The ‘Delhi Mitra’ platform reflects the principles of “Minimum Government, Maximum Governance” and good governance.

Rekha Gupta informed that citizens can lodge grievances through four easy channels under this single online window: a web portal, a mobile application (available on both iOS and Android), WhatsApp, and a call centre. Complaints may pertain to the Delhi Government, Delhi Police, DDA, Municipal Corporations, NDMC, and the Delhi Cantonment Board. Handwritten complaints will also be digitised and uploaded to the system. These complaints can be submitted to the Chief Minister’s Office, all Cabinet Ministers, MLA’s, the Chief Secretary, and all departmental offices.

Citizens will be able to log in to the portal or app using mobile OTP verification. Comprehensive feedback will be provided for every complaint. If a citizen is dissatisfied with the resolution, negative feedback will automatically escalate the matter to higher authorities. Should the complainant remain unsatisfied, a third opportunity for review will be provided. In addition, citizens will receive SMS alerts at each stage, keeping them informed of the status and progress of their complaint. All grievance redressal officers will meet citizens in person every Wednesday, between 10:00 am and 12:00 noon, without prior appointments, to resolve issues directly.

Rekha Gupta emphasised that this system is not merely an administrative measure but a step towards making citizens’ lives easier. Promoting “Ease of Living” is a firm commitment of her government, and the ‘Delhi Mitra’ app is a significant step in this direction. The Cabinet also decided that the system will be implemented within the next two months. Subsequently, the existing PGMS (Public Grievance Monitoring System) will gradually be integrated into the new platform, ensuring that all grievance redressal mechanisms are available in one place.

The Chief Minister reiterated that the ‘Delhi Mitra’ app is more than a technological initiative; it reflects the government’s citizen-first philosophy. She affirmed that every citizen can be confident that their concerns will be heard and addressed promptly. This initiative is expected to take Delhi to new heights in good governance.