Delhi Launches Digital Public Grievance System with Portal, App and Helpline for Civic Complaints
Indiatimes February 24, 2026 06:41 PM
Residents in New Delhi can now register civic complaints through multiple digital and phone-based channels under a newly introduced public grievance system aimed at improving access to government services and response efficiency. The initiative allows citizens to submit complaints related to essential services such as water supply, electricity, road maintenance and sanitation without visiting government offices.
According to officials, the system offers three primary options for filing grievances: an online portal, a dedicated mobile application and a telephone helpline accessible through the number 1902. Authorities stated that the service is available round the clock, enabling residents to report issues at any time based on their convenience and access to technology.
Each complaint submitted through any of the platforms is assigned a unique reference number. This number can be used by citizens to track the status of their grievance independently, providing visibility into whether the issue has been forwarded to the relevant department and what action has been taken. Officials indicated that maintaining a digital record of complaints is intended to enhance administrative accountability and reduce delays in resolution.
The online portal requires users to complete a basic form describing the problem, with an option to upload photographs or supporting documents. The mobile application is designed for smartphone users and includes notification features that provide updates regarding complaint progress. Meanwhile, the helpline option is intended to support individuals who may not have internet access or familiarity with digital tools, ensuring broader accessibility across different groups.
Authorities noted that complaints related to water shortages, low pressure or contamination can be registered through the system, along with electricity disruptions, billing concerns, damaged roads, potholes, malfunctioning street lights, uncollected waste and blocked drains. The integrated approach is expected to help departments manage complaints more systematically and reduce backlog through time-bound processing.
Officials also said that the digital grievance framework aims to simplify communication between citizens and government agencies while promoting transparency in service delivery. By allowing residents to monitor complaint progress directly, the system is expected to encourage responsiveness from departments and provide measurable data on civic service performance.
