Jammu & Kashmir Achieves High Rate of Public Grievance Resolution

Jammu and Kashmir is making significant strides in public service by resolving citizen grievances efficiently through the JK Samadhan portal, achieving an impressive 88% disposal rate and fostering positive citizen feedback.

Jammu and Kashmir has recorded significant progress in public grievance redressal, with an overall disposal rate of 88 per cent on the JK Samadhan portal, an official spokesperson said.

The information was given at a high-level review chaired by Chief Secretary, Atal Dulloo and attended by all the administrative secretaries and deputy commissioners, the spokesperson said.

He said the data presented revealed that 1,20,554 grievances have been received cumulatively on the JK Samadhan platform, out of which 1,05,836 have been redressed or closed, while 14,718 remain under process.

The JK Samadhan system alone accounts for over 1.06 lakh grievances, with an impressive 90 per cent disposal rate, while grievances received through CPGRAMS have recorded a disposal rate of 75 per cent, the spokesman said.

District-Level Performance

He said district administrations have played a pivotal role in ensuring effective grievance redressal, with most districts achieving disposal rates above 90 per cent.

Districts such as Budgam, Doda and Kishtwar have reported disposal rates of 96 per cent, while Kathua, Ramban and Shopian stand at 94 per cent. Even high-volume districts like Srinagar and Jammu have maintained robust performance with disposal rates of 92 per cent and 88 per cent, respectively, the spokesperson said.

Departmental Efficiency

Across departments, he said a majority have demonstrated high efficiency in resolving grievances.

Key departments such as Finance and Higher Education have achieved disposal rates of above 95 percent, while sectors including Jal Shakti, Transport, Labour and Employment, and Rural Development and Panchayati Raj have consistently maintained disposal levels above 90 per cent, the spokesperson said.

Household Coverage and Responsiveness

He said the review also highlighted that the JK Samadhan portal has achieved 71 percent household coverage across the Union Territory, with districts like Ganderbal, Shopian and Kishtwar exceeding or nearing full coverage.

However, urban districts such as Srinagar and Jammu were identified as requiring enhanced outreach to improve citizen registration, the spokesman said.

In terms of responsiveness, he said the average time taken for grievance redressal across districts ranges between 11 to 18 days, reflecting a relatively efficient system, although certain departments were advised to expedite disposal timelines.

Special focus is also being given to urgent grievances, with 860 such cases received since December 2025, and proactive follow-up ensured through direct engagement with complainants and nodal officers, he said.

Citizen Feedback and System Improvements

Citizen feedback on the portal indicates encouraging trends, with a majority of respondents rating their experience as "good" or "excellent" and expressing willingness to use the platform again.

The government has recently introduced a simplified feedback mechanism to better assess citizen satisfaction and improve service delivery, the spokesman said.

He said the Department of Public Grievances is continuously working to enhance the robustness of the JK Samadhan portal, having identified 109 action points for system improvement since February 2026, of which a majority have already been addressed in coordination with BISAG-N.