In a landmark step towards citizen-centric governance, Odisha’s Revenue and Disaster Management Department on Wednesday launched a WhatsApp-based grievance redressal system that promises to transform how people interact with revenue services.
Revenue Minister Suresh Pujari unveiled the innovative platform through the popular ‘Ama Sathi’ WhatsApp Chatbot at Lok Seva Bhawan in Bhubaneswar, declaring that revenue administration is now just a message away.
“This initiative will bring Revenue services closer to the people and ensure a transparent, accountable and citizen-centric administration,” the Minister said. “In keeping with changing times, the department is strengthening and modernising itself to make public services simpler and more accessible. I am confident this will emerge as a landmark initiative of the Government of Odisha and further strengthen public trust.”
Citizens across the state can now lodge complaints related to land records, mutations, encroachment, certificates, registration, disaster relief and a host of other revenue matters simply by messaging the WhatsApp number 9437292000. No long queues, no repeated office visits—just a few taps on the phone. Once submitted with supporting documents under the appropriate category, the grievance is automatically routed to the concerned authority.
Additional Chief Secretary Dr. Arabinda Kumar Padhee explained the system’s robust framework. “Direct monitoring and supervision by the Hon’ble Minister, departmental secretary and senior officers will ensure greater accountability and sensitivity among officials,” he noted. The process begins at the Tahasildar level. If field verification is needed, it moves to the Revenue Inspector. Complex cases escalate to the Sub-Collector, Additional District Magistrate or District Collector. Strict timelines govern every stage to prevent delays.
What sets this system apart is its real-time transparency. Complainants receive WhatsApp updates at every milestone—acknowledgement of receipt, progress reports, verification status, forwarding to higher authorities, and final resolution or rejection. After closure, citizens can rate the service and offer feedback, creating a continuous loop of improvement. Digital records ensure nothing falls through the cracks.
The ‘Ama Sathi’ chatbot already offers a suite of popular services including mutation applications, land classification conversion, marriage and society registration, certified copies, and various certificates such as caste, income and residential. The new grievance module expands this digital ecosystem into a comprehensive one-stop platform. Future plans include digitising physical grievances received at offices so that both online and offline complaints flow into a single, trackable system.
On the launch day, the administration demonstrated the platform live with citizens from Rayagada, Jharsuguda and Cuttack districts. Their complaints were registered on the spot, routed through the hierarchy, and progressed under the watchful eyes of senior officials—proof that the system works in real time.
The launch was attended by Additional Chief Secretary Dr. Arabinda Kumar Padhee, Executive Director of CMGI Shri Surendra Kumar Meena, and senior department officers. Collectors, ADMs, Tahasildars and field officials from across Odisha joined virtually, signalling statewide readiness.
This WhatsApp-driven model marks a decisive shift from traditional, often opaque grievance handling to a structured, monitored and citizen-friendly process. By combining digital convenience with hierarchical accountability and continuous feedback, Odisha’s Revenue Department is rewriting the rules of public service delivery.
For ordinary citizens navigating complex land and revenue issues, help is now literally in their pocket—and the administration is listening at every step. The journey from complaint to resolution has never been clearer, faster or more transparent.
