Panaji: The directorate of public grievances (DPG) plans to roll out a mobile app for citizens to file complaints, upload documents, and track grievances in real time. The project aims to streamline the grievance redressal mechanism by making it accessible and transparent.Users can register using email, mobile number, or Aadhaar and file complaints by selecting a category and department, with options to attach documents or media. The system will then auto-assign the grievance to the department concerned or officer for redressal. “The idea is to make grievance registration simple and the resolution process visible to the citizen at every step. Push notifications will inform users of status changes, and they will be able to track real-time progress,” the official said.The app could also support complaints in Konkani. Unresolved grievances will be auto-escalated, with a feedback option for users to rate the quality of redressal. “We want the system to be transparent and citizen-centric, where people can hold departments accountable,” the official said. She said the app will be available on both Android and iOS platforms.Govt will appoint grievance officers to vet and screen complaints for authenticity and completeness. The app dashboard will show complaint status, turnaround time for resolution, and department-wise trends. “The analytics module is essential to identify if certain departments show recurring issues. It is not just about fixing individual complaints, but also about fixing the system,” the official said.The DPG aims to simplify grievance submissions and improve communication between citizens and authorities. The app will address public dissatisfaction with delays and lack of updates in traditional channels, promoting digital governance, transparency, and accountability.
