Dehradun, September 14, 2026: Chief Minister Pushkar Singh Dhami reviewed the functioning of CM Helpline 1905 at the Secretariat and directed officials to ensure that public complaints are resolved quickly, within the prescribed timeline and to the satisfaction of complainants.
Dhami said the helpline is an important link between citizens and the administration. He made it clear that closing a complaint on the portal should not be treated as the end of the process. The actual issue raised by the complainant must be resolved on the ground.
The Chief Minister instructed District Magistrates to examine complaints department-wise in districts where a particular type of grievance is being reported repeatedly. Officials were also asked to identify the reasons behind recurring complaints and take permanent corrective measures instead of dealing with the same problem repeatedly.
Focus on Revenue and Land Cases
Dhami directed all District Magistrates to conduct surprise inspections of tehsils. During these inspections, officials must verify whether mutation cases are being disposed of within the stipulated period.
He ordered priority action in land fraud cases and said residents should not be forced to make repeated visits to government offices for revenue-related services. All notified services, he added, must be delivered within the prescribed time.
Water Supply Infrastructure to Be Audited
The Chief Minister placed clean drinking water among the government’s highest priorities. He instructed officials to complete an audit of water pipelines and sewer lines within 15 days and submit a report.
Problems such as supply interruptions, leakage and damaged infrastructure must be resolved within a fixed timeframe, he said. Officials were also asked to ensure that newly built water tanks are connected to supply systems and made functional without delay.
Old Complaints to Be Reviewed
Dhami ordered special monitoring of complaints pending for more than 30 days. Secretaries, departmental heads and District Magistrates must regularly review such cases and fix responsibility wherever officials fail to act within the deadline.
The meeting also examined the department-wise status of complaints pending for more than 180 days. Dhami directed departments to review the reasons for the delay in each old case and monitor their progress continuously until final resolution.
He warned officials against the unnecessary use of “special close” or “force close” options on the helpline. A complaint should not be closed unless the required action has actually been taken and the complainant’s satisfaction has been assessed.
CM Speaks Directly to Complainants
During the review, Dhami contacted several complainants by phone to verify whether their issues had really been resolved.
He spoke to Sanjay Kumar Rawat about a complaint that had been closed incorrectly. Rawat said medical reimbursement bills related to his late father’s treatment had not been paid. The Chief Minister directed officials to take immediate action and ensure payment of the pending reimbursement. He also warned that people must not be troubled in sensitive cases and that responsibility would be fixed if similar complaints were mishandled again.
Dhami also spoke to Baby Kotnala of Pauri Garhwal, who had complained that her abandoned-woman pension issue remained unresolved despite being registered for a long period. The Chief Minister instructed the Pauri District Magistrate to examine the case immediately and ensure a solution.
During a call with Geeta of Haridwar, the Chief Minister learned that a water tank near her home had been completed nearly three months earlier but had not yet been connected to the supply network. He directed the Haridwar Chief Development Officer to inspect the site and arrange drinking water supply without delay.
Dehradun resident Shilpi Saxena told Dhami that her complaint regarding a streetlight had been resolved within the required timeframe. Almora resident Ayush Bisht also informed him that his scholarship-related complaint had been addressed. Dhami directed officials to examine the reason for the delay in the scholarship case and ensure that students receive government benefits on time.
The Chief Minister said officials who perform well in resolving public complaints should be encouraged, while those responsible for unnecessary delay or negligence must be held accountable. He said the central purpose of CM Helpline 1905 is to establish meaningful communication between the administration and citizens and provide genuine, timely and satisfactory solutions.
Senior officials, departmental heads and District Magistrates from across Uttarakhand participated in the review meeting.
