PANAJI
In a move to strengthen grievance redressal, the State government is in the process of developing dedicated Android and iOS mobile applications to allow citizens to register complaints directly through their smartphones, while also planning to set up a 24x7 Chief Minister’s Helpline call centre.
The initiative is being undertaken by the Directorate of Public Grievances to facilitate quicker and more convenient registration and disposal of public complaints.
“In order to facilitate speedy disposal of Public Grievances and for convenience of general public, Chief Minister of Goa is intending to start CM Helpline Call Centre 24 x 7. Accordingly, department is in process to set up the mobile Android IoS APP for general public to register their grievances through mobile,” the department said in their Performance Budget report placed in the House.
The helpline, launched on August 15, 2024 by Chief Minister Pramod Sawant, aims to provide round-the-clock assistance to citizens through a dedicated call centre that will enable people to register and track their grievances.
Initially, seven departments were onboarded onto the helpline platform, including the Directorate of Health Services, Electricity Department, Directorate of Social Welfare, Public Works Department, Water Resources Department, Directorate of Women and Child Development and the Goa Police. Since then, another 45 departments have been trained and onboarded to the system.
Official data shows that the CM Helpline has so far received 1,379 grievances, of which 1,318 have been resolved.
In addition, the Directorate is developing a dedicated software system to implement and monitor the Goa Right of Citizens to Time-Bound Delivery of Public Services Act, 2013. The platform will oversee the time-bound delivery of more than 500 notified government services and allow citizens to raise complaints in case of delays or non-compliance.
Meanwhile, during the financial year 2025–26, the Directorate received 3,984 grievances from the public through both online and offline modes, out of which 2,660 complaints have already been disposed of or closed.
