GURGAON: Officials and employees responsible for unnecessary delays in resolving public grievances will face accountability, deputy commissioner Uttam Singh said on Friday, stressing that closing complaints on government portals without addressing the underlying problems would defeat the purpose of grievance redressal.Reviewing complaints received through CM Window, CM Jan Samvad, CPGRAMS and Samadhan Shivirs at the mini-secretariat, Singh directed departments to monitor pending cases and resolve them within prescribed deadlines.He also asked officials to scrutinise reopened complaints, examine why earlier action had failed to resolve the issues, and address shortcomings rather than repeat the same process.The review followed a state-level meeting chaired by chief minister Nayab Singh Saini through video conferencing, during which deputy commissioners were directed to improve grievance redressal and ensure that complainants did not have to make repeated visits to government offices.Saini also stressed continuity in Samadhan Shivirs held at the subdivision level. If a sub-divisional magistrate is on leave or away for a meeting, another senior officer must be assigned in writing to hear grievances so that the process is not disrupted.Singh said complaints involving multiple departments required coordinated action. Officials were also asked to keep complainants informed about the action taken and the current status of their cases.He directed departments to ensure that action-taken reports (ATRs) contained a factual account of the steps taken, relevant documents and signatures of the competent authority. The reports should reflect the actual outcome of the action rather than serve as a procedural formality, he said.The administration’s focus on reopened complaints and the quality of action-taken reports comes amid a push to make grievance redressal more outcome-oriented, with responsibility fixed for avoidable delays.Additional deputy commissioner Sonu Bhatt, HSVP administrator Vaishali Singh, subdivision-level officials and representatives of various departments attended the review.
