The state government in Rajasthan has released detailed guidelines to ensure efficient handling of complaints lodged by citizens on the Sampark Portal. Special attention is given to cases where complainants are not satisfied. Secretaries of all departments and District Collectors have been tasked to personally review pending complaints to ensure timely resolutions. Chief Secretary V. Srinivas has emphasized strict adherence to these directives by all Administrative Secretaries and District Collectors.
To enhance citizen satisfaction and accountability in grievance redressal, Administrative Secretaries are mandated to review a minimum of 10 unresolved complaints on the Sampark Portal daily using the designated system module. Furthermore, Departmental Secretaries will visit Sampark Centres monthly to personally assess 200-250 pending complaints. They will also assign 3 to 5 unresolved cases each month to officials at various administrative levels for necessary actions.
The Secretaries will closely monitor the progress of these cases, ensuring timely resolutions and assigning responsibility at all administrative tiers. District Collectors are responsible for identifying and resolving complaints within their respective districts. According to the guidelines, by the 7th of each month, District Collectors must identify 500 pending complaints from the Sampark Portal. Subsequently, between the 7th and 15th, officials at district and block levels will directly engage with complainants.
During verification, officials will collect essential documents, document video evidence, and prepare detailed reports outlining the assistance provided. These reports are to be submitted to the Department of Public Grievance Redressal between the 15th and 20th of every month for analysis. The Department will review the reports received from districts and integrate the findings into its monthly assessment. Through this structured approach, the state government aims to enhance transparency, accountability, and citizen-centricity in the grievance redressal system, ensuring prompt and satisfactory resolution of public complaints.
