New Delhi, May 14, 2025 :Chief Minister Smt. Rekha Gupta today chaired a review meeting with HODs of various department at the Delhi Secretariat. The primary aim of the meeting was to review pending complaints and their resolution on the Public Grievances Management System (PGMS) portal. The Chief Minister stated that the aim of today’s meeting was to ensure the swift and effective resolution of citizens’ issues. Accordingly, all departments were directed to take immediate steps for resolving pending complaints.
The meeting was attended by Chief Secretary Shri. Dharmendra, along with HODs of various departments like Revenue, DUSIB, Delhi Police, DDA, Directorate of Education (DoE), PWD, Social Welfare, Directorate of Training and Technical Education, Environment and Forests, Municipal Corporation of Delhi, Delhi Jal Board, Labour, Irrigation and Flood Control, Health and Family Welfare, and Transport.
Following the meeting, Chief Minister Smt. Rekha Gupta stated that addressing citizens’ complaints is a top priority for the government. The PGMS portal is an effective platform through which the departments are informed about various public grievances. She emphasized that pending complaint will not be acceptable in any department. To address this issue, the review meeting was convened with HODs of various departments. She directed departments to prepare Action Taken Reports and resolve pending complaints on a priority basis.
The Chief Minister highlighted the gross negligence of public grievances during the previous governments. “People’s complaints either never reached the authorities, or even if they did, no action was taken. But the present government is working with full commitment to resolve these issues.” The government aims to develop a modern and integrated grievance redressal system that ensures citizens’ voices are immediately heard, acknowledged, addressed through dialogue, and resolved swiftly.
Giving utmost priority to timely and effective redressal of public issues, Chief Minister Rekha Gupta instructed that ‘complaint boxes’ be installed at the offices of all DMs, SDMs, and Sub-Registrars across Delhi. Citizens will be able to submit written complaints in these boxes. The complaints received through these boxes will be directly monitored and evaluated by the Chief Minister’s Office to ensure no grievance is overlooked and every issue is addressed in a timely manner. Also, the officials have been directed to make provision for receiving public complaints through WhatsApp, mobile apps and toll-free numbers.
Additionally, the Chief Minister directed that the PGMS system be made more user-friendly so that citizens can register their complaints without facing technical or procedural difficulties. She instructed all departments to take concrete steps to update and improve the PGMS platform.
CM Rekha Gupta reiterated the government’s zero-tolerance policy on corruption and said “Corruption in any department will not be tolerated under any circumstances. Strict directions in this regard have already been issued to all officials. Our goal is to build such a robust and efficient grievance redressal mechanism that every voice from the public prompts immediate action.”
She further said that the Delhi government is serious about addressing public concerns. It will now be ensured that no complaint remains unresolved, and every citizen has easy access to file and track their grievances. This step marks another important stride toward making governance more transparent, accountable, and responsive.
The Chief Minister also instructed HODs to regularly monitor pending complaints and ensure effective resolution of grievances on PGMS in the public interest so that the goal of good governance can be achieved. During the meeting, she stressed that there should be no delay in grievance resolution in the future and that all departments should make their operations more transparent and accountable. She concluded by reaffirming that the goal of the Delhi government is to build a system where every citizen’s voice is heard and their issues are resolved in a timely manner.
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