Now, Calling Cell to follow up with public over Samadhan Shivir plaints in Haryana's Rohtak

The district administration is set to launch a ‘Calling Cell’ that will act as a verification layer over the existing grievance redress mechanisms.

The initiative aims to ensure follow-up with complainants, address any unresolved concerns, and significantly reduce repeat complaints, while boosting overall citizen satisfaction.

Sources said staffers at the cell would reach out to complainants to obtain a feedback on the action taken. If any dissatisfaction is reported, the grievance would be examined again for necessary corrective measures. “The step has been taken following internal reports of the district administration indicating that, in some cases, complaints are marked as resolved during Samadhan Shivirs or through online portals, yet the complainants remain partially unsatisfied. Many still have questions or apprehensions that they are unable to express once the grievance is officially closed. This prompted the administration to develop a mechanism to obtain feedback from complainants before categorising grievances as fully resolved,” said a source.

As per the sources, Deputy Commissioner Sachin Gupta has directed all departments to personally engage with complainants, clearly explain the action taken on their grievances and ensure complete citizen satisfaction before formally closing any case. Once the “Calling Cell” is established, the departments will be required to share reports of every grievance redressed with the cell to facilitate structured feedback from complainants.

Confirming the move, Gupta told ‘The Tribune’ that efforts were under way to launch Calling Cell at the earliest.

“All necessary technical formalities are being completed and the staffing requirements are currently being assessed. A formal training programme for the deputed staff will also be conducted prior to the launch to ensure smooth and effective functioning of the cell,” he added. The DC maintained that the Calling Cell would proactively contact complainants to verify whether their grievances have been resolved satisfactorily.

“It will record the satisfaction levels of citizens to assess the effectiveness of the action taken. The cell will also identify cases that require re-opening or corrective measures to ensure proper resolution. Additionally, it aims to reduce recurrence and prevent repeat complaints by addressing gaps in the redressal process. Moreover, accountability will be fixed for any officer found negligent in addressing public grievances,” said Gupta.

The DC pointed out that there were clear directives from the state government to ensure the prompt disposal of public grievances, with due emphasis on the satisfaction of the complainant concerned. “Officers must own grievances as governance responsibilities rather than routine file work,” he emphasised.