Odisha govt launches WhatsApp-based revenue grievance system

Bhubaneswar, Aug 19 (IANS) Odisha Revenue and Disaster Management Minister Suresh Pujari on Wednesday launched the Revenue Grievance Redressal System through the ‘Ama Sathi’ WhatsApp Chatbot, stating that the new initiative would bring Revenue services closer to the people and ensure a transparent, accountable and citizen‑centric administration.

Launching the new system, the Minister said the grievance redressal mechanism has been introduced through the ‘Ama Sathi’ WhatsApp Chatbot as a simple, convenient and transparent digital platform for citizens to lodge complaints relating to various Revenue Department services and track their status.

He added that, in keeping with changing times, the Revenue Department is strengthening and modernising itself to make public services simpler and more accessible. Pujari said this innovative initiative would be a landmark step for the Government of Odisha and further strengthen public trust in the administration.

Under the new system, citizens can select the appropriate grievance category through WhatsApp, submit the required details, and upload supporting documents. The complaint will then be forwarded to the concerned authority based on its nature.

For general grievances, the Tahasildar will initially examine the complaint and take necessary action. Where field‑level verification or additional information is required, the Tahasildar may forward it to the concerned Revenue Inspector (RI).

Following submission of the RI’s report, the matter will return to the Tahasildar for further action. Grievances requiring higher‑level intervention may be escalated to the Sub‑Collector and subsequently to the Additional District Magistrate (ADM) and District Collector.

According to the department, it will monitor grievances against prescribed timelines to ensure timely action and disposal. Complainants will receive WhatsApp updates at various stages, including submission, progress, verification, escalation, resolution or rejection. They will also be informed of the outcome and can rate the service and provide feedback.

The system provides facilities for digital submission of grievances, category‑wise registration, online tracking, field verification by Revenue Inspectors, escalation to higher authorities, citizen notifications and digital record‑keeping and monitoring.

The department said the initiative would enable citizens to lodge complaints without first visiting Revenue offices in person, while giving officials a structured digital workflow, transparent tracking, and clearly defined responsibilities.

Discussions are also underway to digitise grievances submitted physically at Revenue offices and integrate them into the unified grievance management system, allowing online and in‑person complaints to be managed and tracked through a single platform.

The ‘Ama Sathi’ WhatsApp Chatbot is already providing several Revenue services. Citizens can access the services through WhatsApp number 9437292000, including mutation, conversion of land classification, marriage registration, society registration, registration‑related information, certified copies of registered documents, caste, income and residential certificates, among others.

On the occasion, the administration demonstrated how citizens from Rayagada, Jharsuguda and Cuttack districts can lodge grievances through WhatsApp, followed by their management and resolution.

–IANS

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