Collector Says Helpline Will Serve as an Effective Feedback Mechanism for Government Schemes and Service Delivery
Published on: May 25, 2026
By: BTNI
Location: Rajnandgaon, India
In a major step toward strengthening public grievance redressal and ensuring timely resolution of citizen complaints, the Chhattisgarh Government has developed the CM Helpline and Grievance Management System, enabling citizens to directly connect with the government regarding issues related to public services and welfare schemes.
To ensure the smooth and effective implementation of CM Helpline 1076, a district-level training programme was organized today at the Collectorate Conference Hall in the presence of District Collector Jitendra Yadav. The training focused on time-bound grievance resolution, operational procedures, and effective ground-level implementation of the helpline system.
The programme was attended by Superintendent of Police Ankita Sharma, Divisional Forest Officer Ayush Jain, and other district officials. Block-level officers participated through video conferencing.
CM Helpline to Strengthen Governance and Accountability
Addressing the officials, Collector Jitendra Yadav stated that CM Helpline would serve as a valuable and effective feedback mechanism for assessing the implementation of government schemes and ensuring compliance with administrative procedures.
He explained that the helpline would integrate complaints currently received through various platforms such as CM Jan Darshan, Jan Darshan, PG Portal, PGN, and Public Grievance Redressal Camps into a unified system, making grievance management more streamlined and transparent.
Calling it an innovative initiative in public service delivery, the Collector emphasized that the government is building a strong, response-based and accountable framework to ensure that every complaint is addressed efficiently and within stipulated timelines.
Focus on Sensitivity and Prompt Response
The Collector instructed officials to address public grievances with sensitivity, promptness, and proactive engagement. He also advised departments with large workforces—such as Education, Police, and Panchayat Departments—to establish dedicated teams for grievance resolution.
He urged officers to fully understand the new system and resolve all queries during the training session. Drawing parallels with the successful adoption of e-Office systems, he encouraged officials to embrace this new digital governance mechanism and contribute to its effective implementation.
He noted that similar systems are already operational in 14 states across India and acknowledged that while initial challenges may arise, they can be overcome through continuous learning and adaptation.
Citizen Feedback to Be the Core Strength of the System
During the training session, Governance Convergence Department Advisor R S Sharma explained that the CM Helpline has a defined timeline for grievance resolution and incorporates a robust citizen feedback mechanism.
He stated that once a complaint is marked as resolved, the concerned citizen will be contacted directly to verify whether the issue has actually been addressed. A complaint will be considered fully resolved only if the complainant expresses satisfaction. If the citizen remains dissatisfied, the complaint will automatically be reactivated for further action.
According to Sharma, citizen feedback is the most important pillar of the entire system, ensuring transparency and accountability at every stage.
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Multiple Channels for Filing Complaints
Information Technology Expert Saurabh Shrikant informed participants that any citizen of Chhattisgarh can register complaints 24×7 through multiple channels, including:
- Toll-Free Number 1076
- Web Portal
- Mobile Application
Upon registration, citizens will receive a unique complaint identification number that will enable them to track the status of their grievance, including the department handling the case, the responsible officer, actions taken, and the estimated resolution timeline.
Real-Time Monitoring for Faster Resolution
Officials explained that once a complaint is lodged, it will be instantly forwarded to the concerned department and officer. The entire process will be monitored through a technology-driven system designed to ensure accountability at every level and minimize delays.
The system will be monitored directly by the Chief Minister’s Office and senior departmental authorities, enabling real-time tracking of complaint resolution and making governance more transparent, responsive, and citizen-centric.
Senior Officials Attend Training Programme
Among those present at the training programme were District Panchayat CEO Suruchi Singh, Additional Collector C L Markandey, Additional Collector Prem Prakash Sharma, Municipal Commissioner Atul Vishwakarma, SDM Gautam Patil, and other district-level officers.
