- Training given to officials in Jashpur, transparent and accountable administration will get a new powerful medium
As per the instructions of Chief Minister Shri Vishnudev Sai, the state government is launching the CM Helpline and Complaint Management System Chhattisgarh to provide citizens with easy access to government services and prompt resolution of their complaints. This system, operated under the Good Governance and Convergence Department, aims to provide an integrated, accessible and reliable platform for citizens to register complaints, provide information on government schemes and services, and ensure timely resolution.
In this context, a training program was organized for block and district-level officials in the Jashpur District Panchayat meeting hall. During the training, Collector Mr. Rohit Vyas stated that prompt and satisfactory resolution of citizens’ problems should be the top priority for all officials. He directed that eligible beneficiaries be provided with the benefits of government schemes and services in a timely manner and that quality be ensured in the resolution of complaints.
Chief Executive Officer of District Panchayat Mr. Abhishek Kumar, Additional Collector Mr. Pradeep Kumar Sahu, District Level Nodal Officer of CM Helpline Mr. Hariom Dwivedi, all SDMs and officers of various departments were present in the meeting.
Mr. Anurag Dewan, head of the training team, explained that the CM Helpline is a centralized and technology-based grievance redressal system through which citizens can register their complaints via phone, WhatsApp, web portal, mobile app, and written application. Each complaint will be assigned a unique token number, enabling real-time tracking.
He explained that a four-tier mechanism has been developed for resolving complaints. In this, complaints will be resolved at the block level at L-1, the district level at L-2, the divisional or directorate level at L-3, and the secretary or department head level at L-4. If a complaint is not resolved within the stipulated timeframe, it will automatically escalate to the next level.
The CM Helpline system is based on five key pillars, which include complaint tracking through unique token number, SLA based system for timely resolution, satisfaction feedback from citizens after resolution, transparency and accountability and continuous monitoring through MIS dashboard.
The CM Helpline Call Center will operate 24 hours a day, 365 days a year, seven days a week. Citizens can register their complaints and receive status updates by calling the toll-free number 1076, through the online portal, WhatsApp, or by submitting a written application.
This system is an important initiative towards making the state’s administration more transparent, accountable, and people-centric. Under the leadership of Chief Minister Shri Vishnudev Sai, the state government is continuously working to strengthen good governance and ensure prompt resolution of the problems of ordinary citizens.