Govt approves ‘Delhi Mitra App’ for single-window grievance redressal

In a bid to streamline grievance redressal and strengthen citizen-centric governance, the Delhi Government has approved the launch of a new platform — the ‘Delhi Mitra’ app.

The app, announced after a Cabinet meeting chaired by Chief Minister Rekha Gupta on Tuesday, will serve as a single-window system to address complaints related to government departments, police, the Municipal Corporation of Delhi (MCD), Delhi Development Authority (DDA), NDMC, and the Delhi Cantonment Board.

Chief Minister Rekha Gupta said the initiative marks a “milestone in promoting transparency, accountability, and time-bound service delivery” in the Capital. She stressed that her government is focused on resolving citizens’ concerns through “genuine solutions” rather than paperwork.

The ‘Delhi Mitra’ platform will be accessible through multiple channels including a web portal, a mobile application on iOS and Android, WhatsApp, and a call centre. Even handwritten complaints submitted to the CM’s Office, Cabinet Ministers, MLAs, or departmental offices will be digitised and tracked on the system. Citizens will be able to log in using OTP verification, while every complaint will be monitored closely by officials until resolution.

A key feature of the system is its three-tier review mechanism. If a complainant is dissatisfied with the resolution, negative feedback will automatically escalate the case to higher authorities, with a third opportunity for review also available. SMS alerts will keep citizens updated at every stage. Additionally, grievance redressal officers will hold open sessions every Wednesday, between 10 am and 12 noon, to meet citizens in person without prior appointments.

Highlighting the philosophy behind the project, the Chief Minister said the system embodies the principles of “Minimum Government, Maximum Governance”.

The government has set a timeline of two months for the rollout. Once operational, the existing Public Grievance Monitoring System (PGMS) will be gradually integrated into the new platform, making it a consolidated hub for all complaint redressal.