Digital Governance / Odisha Unveils WhatsApp‑Based Revenue Grievance Redressal System

Bhubaneswar, Aug 20: The Government of Odisha has introduced a new Revenue Grievance Redressal System through the ‘Ama Sathi’ WhatsApp Chatbot, marking a significant step toward digital governance and citizen‑centric service delivery.

Announcing the initiative on Wednesday, Revenue and Disaster Management Minister Suresh Pujari described it as a milestone in administrative reform. “This initiative will bring Revenue services closer to the people and ensure a transparent, accountable and citizen‑centric administration,” he said.

The chatbot‑based mechanism allows citizens to lodge complaints related to Revenue Department services directly via WhatsApp. Pujari explained that the platform is designed to be simple, convenient, and transparent, enabling users to register grievances, upload supporting documents, and track progress without visiting government offices.

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“In keeping with changing times, the Revenue Department is strengthening and modernising itself to make public services simpler and more accessible. This innovative initiative will be a landmark step for the Government of Odisha and further strengthen public trust in the administration,” he added.

Under the system, complaints are routed to the appropriate authority based on their nature. General grievances will first be examined by the Tahasildar, who may forward them to the Revenue Inspector (RI) for field verification.

Once the RI submits a report, the matter returns to the Tahasildar for further action. Cases requiring higher‑level intervention can be escalated to the Sub‑Collector, Additional District Magistrate (ADM), and ultimately the District Collector.

The department has assured strict monitoring of grievances against prescribed timelines to ensure timely disposal. Citizens will receive WhatsApp notifications at every stage — submission, verification, escalation, resolution, or rejection — and will be able to rate services and provide feedback.

Key features include digital submission, category‑wise registration, online tracking, escalation protocols, citizen notifications, and digital record‑keeping. Officials believe this structured workflow will reduce physical visits to Revenue offices while enhancing transparency and accountability.

Plans are also underway to digitise grievances submitted physically at Revenue offices and integrate them into the unified system, ensuring both online and offline complaints are managed seamlessly.

The ‘Ama Sathi’ WhatsApp Chatbot is already offering several services, accessible via 9437292000. These include mutation, land classification conversion, marriage registration, society registration, certified copies of registered documents, and issuance of caste, income, and residential certificates.

During the launch, demonstrations highlighted how citizens from Rayagada, Jharsuguda, and Cuttack districts could lodge grievances through WhatsApp and follow their resolution digitally, showcasing the system’s potential to transform public service delivery in Odisha.

(IANS)