Jammu, Apr 07: Member of Legislative Assembly (MLA) Udhampur East, Ranbir Singh Pathania on Monday highlighted the status and efficiency of the public grievance redressal system in the Union Territory.
Pathania’s queries, raised through an un-starred question, prompted a detailed government response on both traditional and digital platforms available for citizen grievances.
The official reply revealed that while complaint boxes have been installed across all departments and the Civil Secretariat, they have received a mere 23 complaints since February 2025.
Authorities said this low count is due to the growing preference for digital grievance platforms like JK Samadhan, CPGRAMS, RAABITA, and official email channels, which offer greater ease and accessibility to the public.
According to the data shared, the JK Samadhan portal alone registered 49,358 grievances, out of which 35,585 have been resolved. Most complaints were found to be generic in nature, revolving around public service issues, court-related matters, and requests for new developmental initiatives.
Addressing concerns over confidentiality, particularly the leakage of complainants’ identities, the government assured the House that measures are in place to safeguard the secrecy and privacy of complainants. This step aims to encourage more citizens to come forward without fear of exposure, it said.
The reply further confirmed that several grievances had been escalated from the President’s Secretariat and the Prime Minister’s Office (PMO), covering serious matters such as rule violations, misgovernance, financial irregularities and corruption allegations. These cases have been documented in Annexure “A”, with follow-up action being taken where necessary.
In a move to further enhance grievance resolution, the Department of Public Grievances, in collaboration with BISAG-N, introduced a new Appeal Mechanism in March 2025 through the JK Samadhan portal, the government said, adding that this mechanism allows dissatisfied citizens to file appeals, which are then reviewed by Appellate Authorities within the relevant administrative departments.
Interestingly, the government disclosed that no officer or official has been penalised so far following the disposal of grievances, though it reaffirmed its commitment to transparency, accountability, and periodic reviews to ensure effective resolution.
