Garhwal Post Bureau
Dehradun, 30 Jul: Chief Minister Pushkar Singh Dhami today held a review of the progress of complaints received on CM Helpline 1905. During the review, he directed officials to ensure time-bound, quality and satisfactory disposal of every complaint received on the CM Helpline-1905. The CM stressed that the CM Helpline is an effective medium for swift resolution of public grievances and he warned that negligence or indifference in complaint redressal would not be tolerated and accountability must be fixed at every level. Expressing displeasure over the large number of complaints related to the drinking water department and Jal Jeevan Mission, the CM instructed the departmental officers to resolve all the pending cases within a week, and made it clear that failure to do so would invite strict action. He further ordered that officers with zero per cent disposal on helpline complaints be served show cause notices immediately by their departmental heads, with disciplinary proceedings to follow if explanations are unsatisfactory.
Dhami also directed that the complaints unresolved within the stipulated timeframe be regularly reviewed at the level of departmental heads and district magistrates. He emphasised that complaints shifted to categories such as special close, demand or suggestion must also be examined carefully to ensure genuine grievances are not ignored. He directed that every Monday, district magistrates at the district level, commissioners at the divisional level and secretaries at the government level must hold Samadhan Diwas to hear and resolve public issues, with regular monitoring to strengthen its role as a platform for effective public service. Dhami reminded IAS, IPS and IFS officers of earlier directions to introduce innovations in public facilities in their initial postings and asked for a detailed list of such initiatives within 50 days. He also ordered that employees must begin receiving pensions from the first month after retirement without delay, holding departmental heads responsible for compliance.
The CM also instructed the senior officials of disaster management, PWD, tourism, health and the police departments to conduct field inspections of Char Dham routes to further strengthen and streamline arrangements, underlining that the convenience and safety of pilgrims must remain the highest priority. He also directed that land-related disputes be resolved on priority with regular monitoring and early disposal of unnecessarily pending cases.
Secretary Dr Pankaj Pandey informed the meeting that between 18 April and 28 July 2026, the CM Helpline-1905 had received 67,843 complaints, of which 20,461 were fully resolved, 31,363 partially resolved, 7,404 were under process, 4,061 remained pending and 3,738 were categorised as special close. The special close rate has dropped to 5.5 per cent, marking significant improvement compared to earlier periods. It was also noted that while the number of complaints increased in 2025-26, the average disposal time across major departments has improved, with strengthened feedback collection and departmental monitoring systems.
Dhami directed all the secretaries and the DMs to conduct comprehensive reviews at their own level before the next helpline review meeting and stressed that the future assessments would focus not merely on complaint numbers but on quality of disposal, complainant satisfaction and departmental accountability. During the meeting, he also personally spoke to several complainants from various districts to check the status of their grievances.
Mohammad Salman from Almora informed him that his complaint regarding waste disposal had been resolved, while he also raised an issue of drain construction, for which Dhami directed the district magistrate to act within 24 hours. Akash Ramola from Tehri Garhwal reported resolution of his drinking water supply complaint in Chamba’s Suman Colony. Zulfiqar Khan from Haridwar highlighted a revenue department issue, prompting Dhami to order immediate action. Najm Khan from Udham Singh Nagar and Nandan Singh from Almora also expressed satisfaction with the helpline’s disposal of their complaints and thanked the Chief Minister.
The meeting was attended by State Disaster Management Advisory Committee Vice-Chairman Vinay Kumar Ruhela, Principal Secretaries RK Sudhanshu, L Fanai and Dr R Meenakshi Sundaram, secretaries, additional secretaries, departmental heads and all district magistrates through virtual mode.
