Public Grievance

Redressal System

“Samadhan”

Previous system for

Grievance redressal

Complaints received off line by

CEO/DEO/RO/ERO

Helpline complaints recorded in MS

Excel

No provision for online/mobile/SMS

based complaint mechanism

Traditional manual monitoring

mechanism

Samadhan – Public grievance

redressal system

Samadhan conceptualized as a

comprehensive system

Multiple modes for receiving

complaints

Software provides for online

processing of complaints

Monitoring and alert mechanism

built in

Public can track and see ATR

SOURCES OF COMPLAINTS

ECI – both email/PGRS – login level integration

in process

Helpline – CEO (1950) and DEO level (Toll free

nos)

SMS

Online through CEO West Bengal website

Android based mobile app

Complaints received by CEO/DEO/RO/ERO –

email/fax/post/physically

All complaints received offline entered into

Samadhan

SMS acknowledgement sent on receipt of

complaint

NATURE OF COMPLAINTs

CONDUCT

OF

ELECTION

MCC ROLL/EPI

C

ELECTION

EXPENDITURE

GOVERNME

NT

OFFICIAL

OTHERS

Election

office

Media

advertisemen

t

Form-6 Distribution of

liquor

Election

related

Polling

Station

Poster/Hoardi

ng/wall

writing

Form-7 Distribution of

Cash/Gift/Coupo

n

Others

Election

rallies

Form-8 Expenditure of

candidate

Misuse of

govt. vehicle

Form-8A Election

expenditure of

parties

Collection of

fire arms

Epic not

received

General

complaints –

violation

Error in

epic

Mobile app based complaints

Samadhan mobile app will be

available for download on CEO West

Bengal website/ Google play store.

User friendly app – provides for

making all election related

complaints including MCC/EEM

Provision for uploading photo/video

GIS location of the complainant

automatically captured

Flying squads (FS)

Provision for forwarding complaints to

FS on android based device

FS to visit concerned spot and take

photo/video/submit text report

through the device online

This system used in one most

expenditure sensitive AC in each

district

Poll day complaint monitoring

Separate module created

All complaints received at

DEO/CEO/ECI entered into it

Provision for complaints

through all modes

Separate time limits set

Processing of complaints

All complaints received from all

sources integrated into Samadhan

Provision for online forwarding of

complaints and submission of ATR

Once complaint lodged it

automatically reflects in the

concerned DEO/RO/Block login

Monitoring mechanism

MIS available for monitoring by

ECI/CEO/DEO/RO

Time limit fixed for disposal and

system of alerts and escalation in

place

Once complaint disposed – SMS

sent to complainant

Complainant can track status

and view ATR online

Training and awareness

State level and district level

training given to all concerned

Political parties given orientation

at state and district level

Awareness through Newspaper

ads, radio ads, posters, website

and press briefing

Screen shots of Samadhan-

showing different features

Click on

Samadhan

Click on Save record

after filling All Fields

Click here to browse and upload

the soft copy of the

Document/Photo/Video

Category wise complaints

DETAILS OF DISTRICT WISE COMPLAINS

SLNO District

TOTAL

(COMPLAIN,SUGGE

STION,INFORMATI

ON)

Disposal Pending

Beyond Time Within TimeBeyond Time Within Time

1 PASCHIM CHAMPARAN 581 63 515 88.64 3 0

2 PURVI CHAMPARAN 552 78 474 85.87 0 0

3 SHEOHAR 33 13 20 60.61 0 0

4 SITAMARHI 326 95 221 67.79 10 0

5 MADHUBANI 496 156 331 66.73 8 1

6 SUPAUL 231 62 164 71.00 5 0

7 ARARIA 179 33 138 77.09 6 2

8 KISHANGANJ 59 23 34 57.63 2 0

9 PURNIA 419 69 350 83.53 0 0

10 KATIHAR 367 83 284 77.38 0 0

11 MADHEPURA 641 60 579 90.33 1 1

12 SAHARSA 557 44 513 92.10 0 0

13 DARBHANGA 648 157 491 75.77 0 0

14 MUZAFFARPUR 977 130 845 86.49 2 0

15 GOPALGANJ 374 72 302 80.75 0 0

16 SIWAN 539 48 491 91.09 0 0

17 SARAN 469 121 338 72.07 10 0

18 VAISHALI 456 68 387 84.87 1 0

19 SAMASTIPUR 571 160 411 71.98 0 0

20 BEGUSARAI 297 103 194 65.32 0 0

21 KHAGARIA 148 22 126 85.14 0 0

22 BHAGALPUR 283 67 215 75.97 0 1

23 BANKA 238 65 173 72.69 0 0

24 MUNGER 142 28 114 80.28 0 0

25 LAKHISARAI 142 33 107 75.35 2 0

26 SHEIKHPURA 53 21 32 60.38 0 0

27 NALANDA 741 53 687 92.71 1 0

28 PATNA 2501 214 2240 89.56 45 2

29 BHOJPUR 875 47 828 94.63 0 0

30 BUXAR 237 42 194 81.86 1 0

31 KAIMUR (BHABUA) 196 27 169 86.22 0 0

32 ROHTAS 308 62 246 79.87 0 0