Delhi Launches CM Jan Sunwai Portal to Digitise Public Grievance Redressal

Rekha Gupta Unveils Unified Complaint System and Upgraded e-District Services

Delhi Chief Minister Rekha Gupta has introduced the CM Jan Sunwai Portal along with a dedicated mobile application, marking a significant expansion of the Capital’s digital governance framework. The initiative enables residents to file complaints online and strengthens institutional accountability through a technology-enabled grievance redressal mechanism. Simultaneously, the government rolled out enhanced e-District services and a redesigned admission system for students from Economically Weaker Sections (EWS), Disadvantaged Groups (DG), and Children with Special Needs (CWSN).

Integrated Digital Grievance System

The CM Jan Sunwai Portal functions as a centralised platform for registering complaints concerning any government department. The system addresses earlier gaps in monitoring, where grievances were frequently transferred without clear ownership or resolution timelines.

Complaints are now pre-mapped with departmental jurisdictions and responsible officers. Citizens can submit grievances via four channels: the online portal, mobile application, call centre (1902), or physical submission at the Chief Minister’s Office.

Structured Three-Tier Redressal Mechanism

A clearly defined three-tier framework governs complaint resolution. Cases are examined by a Grievance Redressal Officer, followed by an Appellate Authority and a Final Appellate Authority when necessary.

Each complaint receives a unique reference ID, enabling real-time tracking. Status updates are communicated through SMS notifications. Citizens may issue reminders, link earlier complaints, or provide feedback. Negative feedback automatically escalates unresolved cases, reinforcing administrative accountability. Traditional Jan Sunwai hearings will continue alongside the digital platform.

Reforms in Admissions and Citizen Services

The government has replaced legacy software governing EWS, DG, and CWSN admissions with a secure cloud-based system. Aadhaar-based identity authentication, digital birth certificate validation, and integrated income certificate verification have been introduced to minimise duplication and fraud.

Important Facts for Exams

• CM Jan Sunwai Portal offers multi-channel grievance registration in Delhi.

• Operates through a three-tier complaint redressal mechanism.

• Unique reference IDs enable tracking and automated escalation.

• Aadhaar-based verification mandatory for EWS, DG, and CWSN admissions.

• Over 7,000 Common Service Centres support e-District services.

The upgraded e-District system integrates 75 public services, including income, caste, residence, birth, and death certificates. Additionally, the CM Pragati platform has digitised records of government land and buildings, advancing transparency and asset management efficiency.