In a bid to make governance more responsive and citizen-friendly, Delhi Chief Minister Rekha Gupta has launched a multipronged approach to handle public grievances. Through technology integration and direct community engagement, her administration aims to strengthen trust and transparency between citizens and the government.

On Sunday, June 22, 2025, Ms. Gupta highlighted that her administration’s core commitment is to promptly resolve issues raised by citizens. Emphasising that the initiative aligns with Prime Minister Narendra Modi’s vision of transparent, time-bound governance, she detailed several new measures to streamline grievance redressal in Delhi.

High-Tech Monitoring and 24x7 Complaint Handling

A 24x7 Public Grievance Monitoring System (PGMS) is already operational, allowing citizens to lodge complaints at any hour. The system aims to provide timely responses, reducing bureaucratic delays and inefficiencies.

To further expand accessibility, the Chief Minister has directed her team to explore digital complaint submission options such as:

• WhatsApp helpline numbers

• Mobile applications

• Toll-free complaint numbers

These tools will ensure that grievances, especially service-related ones, are captured effectively even as reports indicate that the existing online portal is becoming unreliable.

Jan Sunwai Camps: Weekend Community Hearings

One of the most notable changes is the introduction of jan sunwai (public hearing) camps across all 11 revenue districts. These sessions are held every weekend, chaired by District Magistrates (DMs), and attended by senior officials from departments like:

• Delhi Police

• Municipal Corporation of Delhi (MCD)

• Local government services

Importantly, these sessions have been moved outside government buildings to schools, community centres, local chaupals, and banquet halls, making them more accessible and less intimidating to common citizens.

Real-Time Problem Solving on the Ground

During these camps, officials aim to resolve complaints on the spot. If the grievance requires further action, it is forwarded to the appropriate department for follow-up.

Some recent stats provided by the Chief Minister’s Office (CMO) demonstrate the initiative’s scale:

• 600+ citizens attended the most recent session

• 1,260 people took part on May 17

• 1,350+ attended on May 24

These events go beyond simple complaint handling—they’re described as part of a broader governance reform aimed at active listening and swift action.

Accountability Through District Officials

Ms. Gupta has instructed that:

• District Development Committee (DDC) meetings must be attended by senior officials

• MLAs and municipal councillors must be included in hearings

• Complaint and suggestion boxes must be installed in offices of DMs, SDMs, and Sub-Registrars

This structure ensures that both bureaucrats and elected representatives are answerable to the people.

Personal Interaction with Citizens

In a move that reflects her personal commitment, the Chief Minister meets citizens at her official residence, listening to grievances directly and ensuring they are routed to the correct department for redress.

She said:

“Public trust is our greatest strength. Our government is alert, compassionate, and committed to resolving every issue. We are enacting Prime Minister Modi’s belief that governance should be about service, not control.”

Political Reactions: AAP’s Counterview

The Aam Aadmi Party (AAP) has dismissed the new measures as a performance rather than a solution. In a statement, AAP said:

“The people of Delhi are fed up. From skyrocketing school fees to jhuggi demolitions, power cuts, water shortages, and waterlogging, Delhiites are hitting the streets in protest.”

According to AAP, the BJP-led government is disconnected from real problems, and many Delhiites are now nostalgically remembering Arvind Kejriwal’s leadership. They argue that no real solutions are being delivered, calling the weekend camps “jan sunwai drama”.

Bridging the Gap Between Citizens and Bureaucracy

Despite the criticism, Ms. Gupta’s administration maintains that these steps are only the beginning. By involving multiple stakeholders—including Resident Welfare Associations (RWAs) and local volunteers—the aim is to build a decentralised, people-driven model of governance.

There is a renewed focus on accountability, transparency, and quicker service delivery. By cutting red tape and engaging communities directly, Delhi’s grievance redressal model under CM Rekha Gupta may set a precedent for other Indian cities.

Conclusion

CM Rekha Gupta’s approach is a combination of tradition and technology, where old-school public hearings are infused with new-age tech platforms. While political opposition voices scepticism, the focus remains on continuous improvement and citizen satisfaction.

If implemented consistently and transparently, these initiatives could transform Delhi’s civic engagement landscape and help bridge the trust gap between citizens and their government.

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