During a review meeting of the CM Helpline-1905 at the Secretariat on Thursday, Chief Minister Shri Pushkar Singh Dhami instructed officials to ensure the timely, high-quality, and satisfactory resolution of every public grievance received on the helpline. He stated that the CM Helpline serves as an effective medium for the prompt resolution of issues faced by the state’s residents. No negligence or apathy regarding grievance redressal will be tolerated, and accountability will be ensured at every level.
Expressing displeasure over the high volume of complaints related to the Drinking Water Department and the Jal Jeevan Mission, the Chief Minister directed the concerned departmental officials to ensure the effective resolution of all pending complaints within one week. He clearly stated that strict action would be taken against officials responsible for failing to resolve public grievances on time.
The Chief Minister directed that the concerned Heads of Departments immediately issue show-cause notices to officials who have recorded zero progress in resolving complaints received via the CM Helpline. If a satisfactory explanation is not provided, disciplinary action should be initiated against them in accordance with the rules.
The Chief Minister stated that complaints not resolved within the stipulated timeframe should be regularly reviewed at the levels of the Head of Department and the District Magistrate. He instructed that complaints reclassified into categories such as ‘Special Close,’ ‘Demand,’ ‘Suggestion,’ and others be examined seriously to ensure that the resolution of any genuine grievance is not compromised.
The Chief Minister directed that regular hearings and resolutions of public grievances be ensured every Monday through ‘Samadhan Diwas’ (Grievance Redressal Day) at the district level (by District Magistrates), divisional level (by Divisional Commissioners), and state government level (by Secretaries). He emphasized developing ‘Samadhan Diwas’ into an effective platform for public service and ensuring its regular monitoring.
The Chief Minister noted that officers belonging to the Indian Administrative Service (IAS), Indian Police Service (IPS), and Indian Forest Service (IFS) had previously been instructed to implement innovations regarding public amenities in the areas where they began their service. He directed that a detailed list of all such innovations be submitted within 50 days. The Chief Minister directed officials to ensure that employees begin receiving their pensions from the very first month following retirement. He stated that no delay in this process would be tolerated and that the concerned Head of Department would be held responsible.
The Chief Minister instructed the Secretary of Disaster Management and senior officials from the Public Works Department, Tourism, Health, and Police to conduct on-site inspections of the Char Dham Yatra routes and to further strengthen and streamline the arrangements. He emphasized that the convenience and safety of pilgrims must be the top priority.
Directing that land-related disputes be resolved on a priority basis, the Chief Minister ordered regular monitoring of such cases and the speedy disposal of matters that have been pending unnecessarily.
During the review meeting, Secretary Dr. Pankaj Pandey reported that a total of 67,843 complaints were received on the Chief Minister’s Helpline (1905) between April 18 and July 28, 2026. Of these, 20,461 complaints were fully resolved, 31,363 were partially resolved, 7,404 were under process, 4,061 were pending, and 3,738 fell into the ‘Special Close’ category. The ‘Special Close’ rate dropped to 5.5 percent during this period, indicating a significant improvement compared to the previous period.
It was also noted in the meeting that while the number of complaints received on the Chief Minister’s Helpline increased in the 2025-26 financial year, there was a marked improvement in the average resolution time across major departments. Additionally, the system for obtaining feedback from complainants after resolution and the department-wise monitoring mechanism have been further strengthened.
The Chief Minister instructed all Secretaries and District Magistrates to conduct a comprehensive review at their respective levels prior to the next review meeting regarding the Chief Minister’s Helpline (1905). He stated that the next meeting would involve a detailed review based not merely on the volume of complaints, but on the quality of resolution, complainant satisfaction, and departmental accountability. During the meeting, Chief Minister Shri Pushkar Singh Dhami spoke over the phone with complainants from various districts to inquire about the status of grievances registered on the Chief Minister’s Helpline (1905).
Shri Mohammad Salman from Almora informed the Chief Minister that his complaint regarding waste disposal had been resolved. He also raised an issue concerning the construction of a drain, prompting the Chief Minister to direct the District Magistrate of Almora to take necessary action within 24 hours. Shri Akash Ramola from Tehri Garhwal reported that his complaint regarding the drinking water supply in Suman Colony, Chamba, had been resolved. When Shri Zulfikar Khan from Haridwar raised an issue related to the Revenue Department, the Chief Minister instructed officials to ensure a speedy resolution.
The Chief Minister also spoke with Shri Najam Khan from Udham Singh Nagar and Shri Nandan Singh from Almora. Both complainants expressed satisfaction with the resolution of their grievances through the helpline.
