Chandigarh, April 17 – Haryana Revenue Department has announced the launch of a dedicated Citizen Helpdesk aimed at ensuring time-bound redressal of public grievances related to registration and other revenue services. Financial Commissioner, Revenue & Disaster Management Department, Dr. Sumita Misra said that it has designed to eliminate delays, curb malpractice, and make government service delivery more citizen-friendly across the state.
The Citizen Helpdesk will function as a single-window platform where residents of Haryana can lodge complaints related to a wide range of issues, including delays in token approvals, technical glitches in the online registration system, paperless registration problems, corruption, harassment by officials, or any other form of malpractice in accessing government services, particularly those related to property registration.
Dr. Misra informed that citizens can reach the helpdesk through two channels — by calling the dedicated landline number 0172-271-1693, or by writing to the official email address helpdesk-rev@hry.gov.in. The helpdesk will be operational on all working days, Monday to Friday, from 9:30 AM to 5:30 PM.
Once a complaint is lodged, an auto-generated unique complaint number will be shared with the complainant on their registered mobile number. This mechanism ensures real-time tracking and brings transparency to the grievance redressal process, allowing citizens to follow up on the status of their complaints without having to visit government offices repeatedly.
Strict Timelines to Enforce Accountability
One of the most notable features of the initiative is the introduction of clearly defined service timelines. Under the new system, if a registration token is not approved within five days, citizens are entitled to directly escalate the matter to the helpdesk. Token holders who face undue delay at any stage are also encouraged to reach out immediately. Once a token is approved, applicants must book their appointment within ten days, failing which the token will be automatically cancelled by the system.
Further, if an appointment is booked but the registration process is not completed within twenty days, the corresponding token will also be liable for automatic cancellation. These auto-cancellation provisions are intended to prevent misuse of the system and ensure efficient utilisation of registration slots.
48-Hour Resolution Guarantee
All complaints registered through the helpdesk are mandated to be resolved within 48 hours. This strict deadline reflects the department’s commitment to swift redressal and is expected to significantly reduce the backlog of unresolved grievances that citizens have historically faced in revenue-related matters.
Centralised Monitoring Dashboard
To ensure that the helpdesk does not become another bureaucratic bottleneck, a centralised monitoring dashboard has been put in place. This dashboard will be accessible to the FCR and Deputy Commissioner, enabling senior officers to track grievance redressal in real time and intervene wherever delays or irregularities are observed. This layer of administrative oversight is expected to bring greater accountability at the district level and ensure that field-level officials adhere to the prescribed timelines.
For grievances specifically related to paperless registration, citizens must mandatorily provide their registration token number while filing a complaint. This requirement helps the helpdesk team quickly identify and address the relevant transaction in the system.
The launch of a dedicated helpdesk with a 48-hour resolution mandate and a real-time monitoring dashboard addresses these concerns head-on. Dr. Sumita Misra underlined that the initiative is aimed at making the revenue services ecosystem more secure, transparent, and citizen-friendly.
By providing citizens a direct and accessible channel to report problems, and by holding officials accountable through defined timelines and digital oversight, the Haryana government is sending a clear signal that delays at any level in public service delivery will not be tolerated.
