Chandigarh: Haryana Chief Minister Sh. Nayab Singh Saini said that the government’s objective is to identify a citizen’s problem, resolve it and then obtain confirmation from the citizen. A grievance will not be considered fully resolved until the concerned citizen is satisfied with the solution.
The Chief Minister made these remarks while interacting with media persons after reviewing the progress of development works, citizen facilities and the status of resolution of public grievances in Gurugram on Friday.
Sh. Nayab Singh Saini said that the government has a parallel mechanism to receive information about citizens’ problems and monitor the status of their resolution, which he personally monitors. Through this mechanism, regular feedback is received regarding the actual situation on the ground and the problems being faced by citizens.
Sh. Nayab Singh Saini said that whenever a citizen brings a problem to his notice, he sometimes speaks to the person himself. On several occasions, without revealing that he is the Chief Minister, he has directly spoken to citizens, understood their concerns and subsequently raised the issue with the concerned departmental officers.
He said that a citizen’s complaint is not merely a grievance for him, but also a means of understanding how effectively the government’s system is reaching that individual. His endeavour is to ensure that there is no distance between the Chief Minister and the common citizen and that every person has the confidence that his or her voice can reach the government.
*Government Committed to Citizens of Gurugram*
The Chief Minister said that Gurugram is an important centre of Haryana’s economic and industrial activities. Providing better facilities to its citizens is the responsibility of the government and administration. For this, the administration must work in a proactive manner.
He said that the endeavour should be to identify problems in advance, wherever possible, rather than waiting for them to arise before taking corrective action.
The Chief Minister directed officers to continuously obtain feedback on citizens’ grievances. If a citizen reports that the problem has not been resolved despite the concerned officer submitting a disposal report, such cases will be re-examined. If negligence is found, responsibility will be fixed and action will be taken against the concerned officer.
*Closing a File Is Not Redressal; Providing Relief to the Citizen Is Genuine Resolution*
The Chief Minister made it clear that a grievance is not resolved merely by closing a file. Genuine resolution will be considered only when the concerned citizen receives relief and personally confirms that the problem has been resolved.
He said that accountability will be fixed in the government and no laxity will be tolerated in taking action wherever negligence is found.
*Action Against Negligence; Ground-Level Performance of Officers to Be Recorded*
The Chief Minister said that in a case related to the improper operation of a sewage treatment plant (STP) by a builder in Gurugram, the concerned Regional Officers (ROs) of the Haryana State Pollution Control Board were suspended for negligence.
He said that the ground-level performance of officers in Gurugram who work with responsibility, sensitivity and commitment will also be recorded in their Annual Confidential Reports (ACRs). The accountability of officers will not be limited to work carried out while sitting in offices, but will also be assessed on the basis of visible results on the ground.
*Key Decisions for Gurugram*
The Chief Minister said that several important decisions have been taken during the meeting in view of Gurugram’s growing requirements.
*Zone-Wise Arrangements for Ready-Mix Concrete*
Zone-wise areas will be developed for ready-mix concrete (RMC) in Gurugram. This will help regulate construction activities more effectively and control related issues.
*Uninterrupted Water Supply Through Underground Pipeline*
To further strengthen Gurugram’s water supply system, the Gurugram Water Supply Channel will be converted into an underground pipeline. The foundation stone of the 69.585-km-long underground pressurised pipeline project from Kakroi Head to the Basai Water Treatment Plant will be laid in January. The ₹1,993.59-crore project is targeted for completion within 30 months.
*Action Against Vehicles Dumping Waste from Delhi in Gurugram*
The Chief Minister directed that vehicles bringing and dumping waste from Delhi in Gurugram be seized and imposed with heavy fines. He made it clear that no compromise will be made with the cleanliness and environment of Gurugram.
*No Neglect of Cities Contributing to Economic Growth*
The Chief Minister said that Gurugram is the backbone of Haryana’s economic and industrial activities. There can be no negligence towards the development and civic amenities of Faridabad and all other cities that make a significant contribution to the state’s economy and revenue.
He said that the purpose of today’s meeting was not merely to take decisions, but to ensure that the delivery of those decisions is visible on the ground. The government’s priority is to provide better facilities to citizens, ensure genuine resolution of their problems, and strengthen trust and communication between the government and the people.
The Chief Minister said that the government’s clear resolve is—“Identification of the problem, its resolution and then confirmation from the citizens.” Until the citizen is satisfied, the grievance will not be considered fully resolved.
*Key Decisions and Directions*
- Monitoring of Citizen Grievances: Continuous feedback on citizens’ problems will be obtained through the parallel monitoring mechanism being personally supervised by the Chief Minister.
- Proactive Administration: The administration will work towards identifying problems before they arise and take steps for their resolution.
- Cross-Checking of Grievances: If a citizen remains dissatisfied despite an officer submitting a disposal report, the grievance will be re-examined.
- Accountability to Be Fixed: Action will be taken against the concerned officer if negligence is found.
- Ground-Level Performance to Be Recorded in ACRs: Officers’ performance will also be assessed on the basis of results visible on the ground.
- Action in STP Case: The concerned ROs found negligent in a case involving improper operation of an STP by a builder have been suspended.
- Action Against Waste-Dumping Vehicles: Vehicles bringing waste from Delhi and dumping it in Gurugram will be seized and subjected to heavy fines.
- Zone-Wise Arrangement for RMC: Zone-wise areas will be developed for ready-mix concrete in Gurugram.
- Water Supply System to Be Strengthened: The foundation stone of the 69.585-km underground pressurised pipeline from Kakroi Head to the Basai Water Treatment Plant will be laid in January.
- Project Cost and Timeline: The ₹1,993.59-crore project is targeted for completion within 30 months.
- Citizen Satisfaction as the Top Priority: A grievance will be considered genuinely resolved only after confirmation from the concerned citizen.
No.IPRDH/2026