CS Dulloo Hails 88% Success Rate on JK Samadhan Portal with over 1.05 lakh grievances settled till date

Jammu: Jammu and Kashmir has recorded significant progress in public grievance redressal, with an overall disposal rate of 88% on the JK Samadhan portal.
A high-level review chaired by Chief Secretary Atal Dulloo, attended by Administrative Secretaries and Deputy Commissioners of Jammu and Kashmir, focused on the status of grievance receipt and resolution. The presentation by Dr. Piyush Singla, Secretary of the Department of Public Grievances, revealed that a total of 120,554 grievances have been received on the JK Samadhan platform, with 105,836 resolved and 14,718 still in process. The platform boasts a disposal rate of over 90%, while grievances from CPGRAMS have a 75% disposal rate. District administrations have significantly contributed to effective grievance redressal, with many districts achieving disposal rates above 90%. Notably, Budgam, Doda, and Kishtwar reported rates of 96%, while Kathua, Ramban, and Shopian reached 94%. Even in high-volume areas like Srinagar and Jammu, disposal rates remain strong at 92% and 88%, respectively. Key departments, including Finance and Higher Education, have also shown high efficiency, with disposal rates exceeding 95%. The JK Samadhan portal has achieved 71% household coverage across the Union Territory, with districts like Ganderbal, Shopian, and Kishtwar nearing full coverage. However, urban districts such as Srinagar and Jammu require improved outreach to enhance citizen registration. The average grievance redressal time ranges from 11 to 18 days, indicating an efficient system, though some departments were encouraged to expedite their processes. Special attention is being given to urgent grievances, with 860 cases received since December 2025, and proactive follow-up is being conducted. Citizen feedback on the portal has been positive, with most users rating their experience as “good” or “excellent” and expressing a willingness to use the platform again. A simplified feedback mechanism has been introduced to better gauge citizen satisfaction and improve service delivery. The Department of Public Grievances is actively working to enhance the JK Samadhan portal, having identified 109 action points for improvement since February 2026, most of which have been addressed in collaboration with BISAG-N. The Chief Secretary emphasized the need for responsive governance, urging all departments and district administrations to prioritize timely grievance resolution, strengthen monitoring mechanisms, and expand outreach to ensure that the benefits of the grievance redressal system reach all citizens in Jammu and Kashmir.