Jammu and Kashmir Chief Secretary reviewed the quality and timeliness of public grievance redressal across the Union Territory, with officials reporting that more than 1.36 lakh grievances have been disposed of through the existing system.
The review focused on how effectively departments are responding to complaints submitted by citizens and whether grievances are being resolved within the prescribed timelines. Officials were asked to pay greater attention to the quality of disposal rather than simply closing complaints.
The Chief Secretary also reviewed the functioning of JK Samadhan, the Union Territory’s public grievance redressal platform. The system is now being prepared for a technology upgrade aimed at making it easier for people to register complaints, track their status and receive updates.
As part of the planned improvements, JK Samadhan is set to receive AI-enabled features that can help with grievance processing and monitoring. A WhatsApp-based facility is also being planned to make the system more accessible to citizens who prefer using the messaging platform.
Officials said the integration of new technology is expected to make it easier to identify pending complaints, monitor response times and flag cases that require further attention. The aim is to ensure that grievances do not remain pending unnecessarily and that departments remain accountable for timely action.
During the meeting, the Chief Secretary stressed the importance of improving the quality of responses provided to citizens. Departments were advised to ensure that complaints are examined properly and that applicants receive clear and meaningful responses rather than routine disposal remarks.
The review also covered grievance trends across different departments and districts. Officials were directed to identify recurring complaints and examine whether they point to larger administrative issues that can be addressed through changes in policy or service delivery.
With more than 1.36 lakh grievances already disposed of, the administration is now focusing on improving the overall experience of citizens using the grievance system. The proposed AI and WhatsApp integration is expected to form part of the next phase of JK Samadhan’s development.
