The Chhattisgarh Public Works Department has issued show-cause notices to 13 officials after finding that complaints filed through the CM Helpline 1076 were closed without adequate records showing how the grievances had been resolved.
The notices were issued following a departmental review of PWD-related complaints registered through the helpline during August and September. The officers have been asked to submit written replies to the PWD secretary within 15 days.
Those facing action include three superintending engineers, five executive engineers and five sub-divisional officers. They are posted across divisions and sub-divisions including Bilaspur, Bemetara, Pendra, Durg, Patan, Korba, Sarangarh, Kanker and Raipur.
According to the department, several complaints were closed at the L-1, L-2 and L-3 levels with remarks that did not establish whether the complainant’s problem had actually been addressed. The PWD said closure notes must record the findings of site inspections, the action taken or proposed, relevant timelines and the information communicated to the complainant.
The department also said that when a complaint concerns another government department, the closure record must clearly mention that fact and provide the reasons for transferring or closing the grievance. These details are intended to establish the administrative basis for the disposal of each complaint.
In an official statement, the PWD said inadequate remarks could create a misleading picture of grievance disposal on the helpline portal. The department treated the lapses as a failure to properly discharge official duties and initiated disciplinary action through the show-cause notices.
The review highlights the importance of the records generated after a complaint is marked as resolved. While the helpline provides a channel for citizens to report problems, the department’s findings indicate that the quality of the closure note is also being treated as part of the redressal process.
The officers have 15 days to submit their written replies. The department said ex parte action may follow if the replies are not received within the stipulated period.
