“Uttar Pradesh introduces dedicated helplines to streamline public grievance redressal, ensuring faster resolution and enhanced accessibility for citizens. The initiative integrates digital platforms like CPGRAMS and aims to address complaints across government services efficiently.”
Uttar Pradesh Unveils New Helplines to Boost Grievance Redressal
In a significant move to enhance public access to grievance redressal, the Uttar Pradesh government has rolled out new helplines aimed at addressing citizen complaints swiftly and effectively. Launched in August 2025, these helplines are part of a broader initiative to strengthen the state’s grievance redressal mechanism, aligning with the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). The move comes as a response to the growing demand for transparent and efficient resolution of public issues related to government services.
The helplines, accessible through toll-free numbers and integrated digital platforms, allow citizens to lodge complaints on issues ranging from public service delivery to administrative inefficiencies. The primary toll-free number, 1800-180-5123, operates 24×7, enabling residents to report grievances related to state government departments. Additionally, a dedicated WhatsApp number (9454411318) has been introduced for citizens to submit complaints via text or voice messages, catering to the state’s tech-savvy population. These numbers were announced by the Uttar Pradesh Chief Minister’s Office on August 15, 2025, during a public address emphasizing governance reforms.
The initiative integrates with CPGRAMS, a national platform managed by the Department of Administrative Reforms and Public Grievances (DARPG). CPGRAMS allows citizens to track their complaints using a unique registration ID, ensuring transparency. In Uttar Pradesh, the system has been customized to route grievances directly to the concerned district or departmental authorities, reducing resolution time. According to data from the UP government, over 1.2 lakh grievances were registered through CPGRAMS in the state between April and July 2025, with 85% resolved within the stipulated 21-day period.
To ensure accessibility, the helplines are supported by multilingual operators fluent in Hindi, English, and regional dialects like Bhojpuri and Awadhi. The state has also launched a mobile application, “UP Grievance Portal,” available on Google Play Store and UMANG, allowing users to file and track complaints on the go. This digital push aligns with the state’s “Digital UP” campaign, which seeks to make governance more citizen-centric.
The helplines cover a wide range of issues, including delays in pension disbursal, land disputes, public distribution system (PDS) irregularities, and civic issues like water and electricity supply. For instance, a resident of Lucknow, Anil Kumar, shared his experience: “I lodged a complaint about irregular electricity supply through the helpline. Within a week, the issue was resolved, and I received regular updates via SMS.” Such testimonials highlight the system’s efficiency in addressing grassroots-level concerns.
To ensure accountability, the UP government has appointed nodal officers at district and state levels to monitor grievance redressal. If a complaint remains unresolved beyond 21 days, citizens can escalate it to higher authorities through CPGRAMS’ appeal mechanism, with a stipulated resolution time of 30 days for appeals. The state has also introduced a feedback system, where citizens can rate the resolution process, ensuring continuous improvement.
The initiative draws inspiration from national efforts to streamline grievance redressal. The DARPG’s Grievance Redressal Assessment and Index (GRAI) 2023, launched on November 18, 2024, ranked Uttar Pradesh among the top five states for efficient grievance handling. The state’s integration of AI-driven tools, such as automated grievance classification and predictive analytics, has further enhanced its capacity to address complaints promptly. For example, AI analytics helped identify recurring issues in PDS complaints, leading to targeted reforms in ration distribution.
However, challenges remain. Rural areas with limited internet access face hurdles in using digital platforms, prompting the state to set up grievance kiosks at block-level offices. Additionally, awareness campaigns are being conducted through local media and village panchayats to educate citizens about the new helplines. The government has allocated ₹50 crore for the initiative in 2025-26, with plans to expand the network of nodal officers and integrate more advanced AI tools by 2026.
The launch of these helplines marks a significant step toward making governance in Uttar Pradesh more responsive and inclusive, empowering citizens to voice their concerns and seek timely resolutions.
Disclaimer: This article is based on information from official government announcements, the CPGRAMS portal, and recent reports from credible sources like the Department of Administrative Reforms and Public Grievances. Data points are accurate as of September 2025. Readers are advised to verify details through official channels for the latest updates.