Bhubaneswar: Revenue and Disaster Management (R&DM) Minister Suresh Pujari Wednesday launched a revenue grievance redressal system through the ‘Ama Sathi’ WhatsApp chatbot at Lok Seva Bhawan.
Speaking at the launch, Pujari said the WhatsApp-based grievance redressal system would further strengthen transparency and accountability in revenue administration.
Under the system, citizens can now register complaints related to revenue services through WhatsApp at 9437292000.
They will receive updates at every major stage of the process, including submission, forwarding, verification, field inspection, action taken, escalation, resolution or rejection.
R&DM department Additional Chief Secretary Arabinda Kumar Padhee said the system has been designed to make revenue administration more transparent, organised, citizen-centric and accountable.
Direct monitoring by the minister, department secretary and senior officials, he said, would ensure greater responsibility and sensitivity among field-level officials in resolving public grievances.
Under the new system, citizens can select the relevant category of their grievance on WhatsApp and submit the required details and supporting documents.
Once registered, complaints will be automatically forwarded to the appropriate authority based on their nature.
For general revenue complaints, the tehsildar will conduct an initial examination and take the necessary action.
Where field verification, additional information or a field report is required, the matter may be assigned to the RI.
Following the RI’s report, the complaint will be returned to the tehsildar for further action.
If greater administrative intervention is required, complaints may be escalated to the Sub-Collector, followed by the ADM and District Collector, as necessary.
The complainant will be informed of the outcome.
Complaints will also be monitored against prescribed timelines to ensure timely action and disposal.
Citizens will also have the option to rate the service and provide feedback on the grievance-handling process.
Notably, the ‘Ama Sathi’ WhatsApp chatbot already offers several revenue-related services.