By Special Correspondent
Bhopal: Despite Chief Minister Mohan Yadav’s personal emphasis on ensuring the effectiveness of the CM Helpline, senior officials appear to be taking the grievance-redressal system lightly, alleged Engineer Sudhir Nayak, President of the Mantralaya Officers and Employees Association.
Nayak said that the Chief Minister has repeatedly described the CM Helpline as an “excellent and highly impactful initiative”, one that not only raises public expectations of swift and transparent grievance resolution but also provides the government with authentic, ground-level feedback. Yadav himself has begun reviewing selected complaints, signalling the seriousness with which he views the mechanism.
However, Nayak said that bureaucracy has not aligned itself with the Chief Minister’s intent. He pointed out that complaints reaching the L-3 and L-4 levels—equivalent to departmental head rank—should ideally never escalate so far if lower-level officers were functioning effectively. “The real success of the scheme lies in resolving issues before they reach senior levels,” he said.
Citing his personal case, Nayak said he had filed a complaint (No. 34131783) on 28 August 2025 related to the Registrar, Firms and Societies. The matter was escalated to the L-3 level on 12 September after no action was taken at the lower tiers. “More than two months have passed, yet no action has been taken,” he said. He later filed a second complaint (No. 35019702) on 23 October regarding the inaction, which too has remained pending at the L-3 level since 4 November.
Nayak has submitted a memorandum to the Principal Secretary, Industrial Policy and Investment Promotion Department, requesting intervention to ensure that L-3-level officials act promptly on the pending grievances.
