Residents of the national capital will soon be able to register complaints against government departments, civic bodies, and the police through a single platform. Chief Minister Rekha Gupta on Tuesday announced Cabinet approval for the launch of the Delhi Mitra App – Public Grievance Redressal System.
Speaking at the Cabinet meeting, Gupta said the initiative reflects the government’s commitment to addressing citizens’ concerns in a simple, convenient, and timely manner. “We want genuine solutions, not just paperwork,” she said, adding that the digital system will enable real-time monitoring at every stage, with senior officials tracking cases until resolution.
As per the official statement, under the new platform, citizens will be able to lodge complaints through any of the four channels—a web portal, a mobile application (iOS and Android), WhatsApp, and a call centre. The system will cover complaints related to the Delhi Government, Delhi Police, Delhi Development Authority, municipal corporations, New Delhi Municipal Council, and the Delhi Cantonment Board. Handwritten complaints will also be accepted, said the officials, but digitised and uploaded to ensure transparency.
The system will feature a feedback mechanism that allows citizens to escalate matters to higher authorities if they are dissatisfied with the response, the press statement read. According to officials, Delhi Mitra is expected to be rolled out within two months. The existing Public Grievance Monitoring System (PGMS) will gradually be merged into the new platform, bringing all grievance redressal mechanisms under one roof.