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Chhattisgarh Using Video Conferencing for High Redressal Resolve

January 04, 2018

Chhattisgarh, located in central India, is now the country’s leading state for public grievance redressal. Based on findings from the Central Public Grievance Redress and Monitoring System (CPGRAMS), 81 percent of public complaints were rectified by the state government. Following behind Chhattisgarh is Tamil Nadu (71.24 percent) and Gujarat (65.46 percent).

Redressals from Chhattisgarh took place via video conferencing, as it is the only state to implement such a system. Officials believe this method improves efficiency when it comes to addressing injustices. Officials at the State secretariat hear the grievances out, in an act performed daily; each district is given a specific day during the week to speak with the secretariat.

There is a specific way that grievances are handled once they have been officially received, according to state officials. “Based on the specific nature of the applications, the grievances pass through various hierarchical authorities who are asked to examine the case. If needed, they are taken up by the administration at the state level. The complaints received are disposed of in three to 15 days," K M Agrawal, SDO (General Administration Department and Public Grievance Cell) told the Express.

If there is an issue in resolving a grievance, the pursuant is notified but Chhattisgarh possesses a pretty high completion rate. Out of the 18,735 online applications received by the government, 15,299 of the cases were settled. Because this is the only sate using video conferencing, cases can be reviewed, the performance progress of the secretariat followed, and further examined as to what changes could be implemented and what issues appear to be ongoing.

Along with the redressal department, the 146 panchayats (local administration) are connected to the secretariat via video conferencing, as well. Maybe Tamil Nadu and Gujarat will follow suit if they want to improve redress numbers.

Edited by Maurice Nagle