“Uttar Pradesh’s Jansunwai portal, a key platform for citizen grievance redressal, has undergone significant upgrades in 2025, enhancing accessibility and efficiency. With over 1.5 crore complaints resolved since its inception, the system now integrates AI-driven analytics, mobile OTP registration, and real-time tracking, empowering citizens to address issues seamlessly while promoting transparent governance across the state.”
Uttar Pradesh Bolsters Citizen Grievance Redressal with Jansunwai Upgrade
The Uttar Pradesh government’s Integrated Grievance Redressal System (IGRS), popularly known as Jansunwai, has emerged as a cornerstone of citizen-centric governance in the state. Launched in 2016, the platform has been instrumental in addressing public grievances related to government services, ranging from pension delays to infrastructure issues. As of August 2025, the Jansunwai portal has resolved over 1.5 crore complaints, with a disposal success rate of approximately 90%, according to official data from the Uttar Pradesh government.
In a significant development, the state government rolled out a series of upgrades to the Jansunwai platform in early 2025, aimed at enhancing user experience and streamlining grievance redressal. One of the standout features of the revamped system is the integration of artificial intelligence (AI) to analyze feedback and prioritize complaints based on urgency. This AI-driven approach ensures that critical issues, such as those related to public safety or healthcare, are escalated promptly to the relevant authorities.
The upgraded Jansunwai portal now allows citizens to register complaints using a mobile OTP-based system, eliminating the need for complex login credentials. This feature has made the platform more accessible, particularly for rural users with limited digital literacy. Additionally, the Samadhan mobile app, available on Android and iOS, enables citizens to file and track grievances on the go. Departmental officers can also access complaints assigned to them through the app, ensuring faster resolution times.
Real-time tracking is another key enhancement. Citizens receive a unique registration ID upon filing a complaint, which can be used to monitor its status via the portal or the Sandes app, a government-backed messaging platform. If a grievance remains unresolved beyond the stipulated timeline, users can send reminders or escalate the matter to higher authorities. The system also allows citizens to provide feedback on the quality of resolution, which is reviewed by senior officials to ensure accountability.
The Jansunwai platform is integrated with various government departments, enabling seamless coordination between district-level officials and state authorities. For instance, complaints related to police services are routed through the UP Police’s Crime and Criminal Tracking Network and Systems (CCTNS), while issues concerning rural development are directed to the relevant departments. This interconnected framework has reduced bureaucratic delays and improved response times.
In February 2025, Uttar Pradesh led the country in CPGRAMS registrations, with over 9,000 new users joining the national grievance redressal platform, many of whom also utilize Jansunwai for state-specific complaints. The state’s focus on digital governance aligns with the central government’s vision of leveraging technology for transparent administration. The integration of Jansunwai with Common Service Centres (CSCs) across Uttar Pradesh has further expanded its reach, enabling citizens in remote areas to access the platform through local kiosks.
The platform also addresses specific categories of grievances, such as corruption, delays in public service delivery, and issues concerning government employees. However, certain matters, such as sub judice cases or personal disputes, are excluded from its purview. Citizens dissatisfied with the resolution of their complaints can file appeals, ensuring a multi-tiered redressal mechanism.
Recent success stories highlight the platform’s impact. For example, a resident of Lucknow used Jansunwai to report a delay in pension disbursal under the Old Age Pension Scheme. The issue was resolved within 10 days, with the complainant receiving regular updates via SMS. Similarly, a farmer in Varanasi successfully escalated a land dispute case, leading to swift intervention by local authorities.
The Uttar Pradesh government continues to invest in the platform’s infrastructure, with plans to introduce multilingual support and voice-based complaint registration to cater to the state’s diverse population. These upgrades reflect the government’s commitment to fostering trust and dialogue between citizens and the administration, making Jansunwai a model for other states to emulate.
Disclaimer: This article is based on information sourced from official government portals, including jansunwai.up.nic.in, uppolice.gov.in, and reports from The Logical Indian, as well as general web data on citizen grievance systems. While every effort has been made to ensure accuracy, readers are advised to verify details through official channels for the most current information.