Srinagar, Sep 30: Chief Secretary Atal Dulloo on Wednesday reviewed the public grievance redressal mechanism across Jammu and Kashmir, stressing that the effectiveness of the system must be judged by the quality of resolution, disposal time and satisfaction of complainants.

The meeting was attended by Commissioner Secretary, Department of Public Grievances Saurabh Bhagat, Administrative Heads, Divisional Commissioners of Jammu and Kashmir, Deputy Commissioners, SIO-NIC, HoDs and a BISAG-N team.
Dulloo called for prompt and effective disposal of complaints, directing departments and district administrations to identify delays, address recurring grievances and use citizen feedback as a key measure of administrative performance.
“The success of the grievance redressal mechanism should be measured by the quality of grievance resolution and the satisfaction of complainants,” he said, emphasising the need to strengthen public trust in the administration.
Bhagat presented a detailed assessment of JK Samadhan and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), covering grievance disposal, department- and district-wise performance, urgent complaints, citizen feedback and household registrations.
As of September 25, 2026, the two platforms had received 1,60,685 grievances, of which 1,36,977 had been redressed or closed, recording an overall disposal rate of 85 per cent. Another 23,708 grievances were under process.
JK Samadhan accounted for 1,40,101 grievances, with 1,24,534 disposed of, achieving an 89 per cent disposal rate, while 15,567 remained under process. CPGRAMS recorded 20,584 grievances, of which 12,443 were disposed of and 8,141 remained pending.
The meeting also reviewed citizen feedback, with 5,239 responses analysed to assess the quality and timeliness of grievance disposal.
On expanding the portal’s reach, officials said 15,75,457 households had registered on JK Samadhan against a target of 22,49,631, translating into 70 per cent coverage as of September 24.
The department also outlined plans to upgrade JK Samadhan through technology-driven interventions. It has initiated the process for an MoU to replicate relevant features of Rajasthan’s grievance redressal model in J&K.
In collaboration with BISAG-N, the department is also working on artificial intelligence-based features and predictive analytics to improve grievance management and citizen satisfaction. Technical issues faced by departments and users are being addressed in coordination with the agency.
Another proposed feature of JK Samadhan 2.0 is integration with WhatsApp, allowing citizens to access grievance redressal services through the widely used messaging platform.
The review concluded with emphasis on reducing delays, improving departmental accountability and ensuring that grievance disposal translates into meaningful resolution of citizens’ concerns.