- Hon’ble Revenue Minister launches the Revenue Grievance Redressal System through the Ama Sathi WhatsApp Chatbot.
- Citizens can lodge complaints related to Revenue services by submitting applications through WhatsApp number 9437292000
- Citizens will receive updates through WhatsApp at every stage, including receipt, progress & action taken on their grievances.
- Regular monitoring will be undertaken at the level of the Departmental Minister, Additional Chief Secretary and senior officials.
Bhubaneswar, August 2026 : At Lok Seva Bhawan, Hon’ble Minister of Revenue and Disaster Management, Shri Suresh Pujari, today launched the Revenue Grievance Redressal System through the ‘Ama Sathi’ WhatsApp Chatbot. The Minister said that the new initiative would bring Revenue services closer to the people and ensure a transparent, accountable and citizen-centric Revenue administration.
Launching the new system, the Hon’ble Minister said that the Revenue Department’s grievance redressal mechanism has been introduced through the ‘Ama Sathi’ WhatsApp Chatbot as a simple, convenient and transparent digital platform for citizens to lodge complaints relating to various Revenue Department services and track their status. He said that, in keeping with changing times, the Revenue Department is also strengthening and modernising itself to make public services simpler and more accessible.
He expressed confidence that this innovative initiative would emerge as a landmark initiative of the Government of Odisha and would further strengthen public trust in the administration.
Similarly, Additional Chief Secretary, Revenue and Disaster Management Department, Dr. Arabinda Kumar Padhee, while explaining the new system, said that the WhatsApp-based grievance redressal mechanism has been introduced to make Revenue administration transparent, citizen-centric, streamlined & accountable. He said that direct monitoring and supervision of the grievance management system by the Hon’ble Minister, Departmental Secretary and senior officers would ensure greater accountability and sensitivity among administrative officials in addressing public grievances. He added that the system would be further simplified and made more citizen-friendly as required in the future.
It may be noted that through this grievance redressal system, citizens can select the appropriate category for their grievance through WhatsApp and submit the required details along with supporting documents. Once a grievance is submitted, it will be forwarded to the concerned authority based on its nature and the subject involved.
In cases of general Revenue grievances, the Tahasildar will initially examine the complaint and take necessary action. Where field-level verification, additional information or a field report is required, the Tahasildar may forward the grievance to the concerned Revenue Inspector (RI). After submission of the RI’s report, the grievance will be returned to the Tahasildar for further necessary action. Where higher-level administrative intervention is required, the grievance may be escalated to the Sub-Collector & subsequently to the Additional District Magistrate (ADM) and District Collector.
The grievances will be monitored against prescribed timelines to ensure timely action and disposal.
One of the key features of the digital system is that citizens will be kept informed at every stage of the grievance redressal process. The complainant will receive updates through WhatsApp regarding important stages such as submission of the grievance, its progress, verification, forwarding to higher authorities, resolution or rejection.
Even after a grievance is resolved or rejected, the citizen will be informed of the outcome. Citizens will also be able to provide ratings and feedback on the grievance management service. This will help in monitoring service quality and undertaking necessary improvements.
Under this service, citizens will have access to facilities such as digital submission of Revenue grievances, category-wise grievance registration, online tracking, grievance management at the Tahasildar level, field visits and verification by Revenue Inspectors, escalation of grievances to higher authorities, citizen notifications at every stage, and digital record-keeping and monitoring.
Through the ‘Ama Sathi’ WhatsApp Bot, citizens will now be able to lodge grievances through a simple digital platform without the need to initially visit different Revenue offices in person. For the Department, the system will facilitate a structured digital workflow, transparent tracking, clearly defined responsibility, effective monitoring and opportunities for service improvement based on citizen feedback.
In the future, discussions have also been held on digitising grievances received physically at Revenue offices and integrating them into this unified grievance management system. This will enable both online and in-person grievances to be managed and tracked through a single platform.
Citizen convenience → Digital submission → Appropriate authority → Verification/Action → Timely resolution → Citizen notification → Rating and feedback — through this process, the grievance management system will further strengthen citizen-centric and accountable Revenue service delivery.
It may be mentioned that several Revenue services are already being provided through the ‘Ama Sathi’ WhatsApp Chatbot. By applying through WhatsApp number 9437292000, citizens can avail services relating to mutation, conversion of land classification, marriage registration, society registration, registration-related information, certified copies of registered documents, caste certificates, income certificates, residential certificates and various other certificates and Revenue services.
With the introduction of the new grievance redressal mechanism, the ‘Ama Sathi’ WhatsApp Chatbot now provides citizens with an additional platform for lodging complaints relating to Revenue services. The system covers grievances concerning land and land records, Record of Rights (RoR), mutation, correction of Column 2, conversion of land classification, partition, encroachment, demarcation, OLR Sections 22 & 23, Regulation 2.0, land revenue (Pauti), registration and stamp duty, disaster and relief, certificates and other matters related to the Revenue Department.
The initiative is expected to provide a new dimension to Revenue administration in Odisha while making it more responsive to citizens and ensuring faster and more effective resolution of their grievances.
On the occasion, the process of lodging grievances through WhatsApp by one citizen each from Rayagada, Jharsuguda and Cuttack districts, followed by their management and resolution by the administration, was demonstrated.
The launch programme was attended by Additional Chief Secretary, Revenue and Disaster Management Department, Dr. Arabinda Kumar Padhee ; Executive Director, CMGI, Shri Surendra Kumar Meena & senior officers of the Revenue and Disaster Management Department. Collectors, Additional District Magistrates, Tahasildars and other officials from various districts participated in the programme virtually.
Anshuman Sahoo
