BDA launches new three-tier system for citizen grievance redressal

The Bangalore Development Authority (BDA) has introduced a comprehensive three-tier, software-driven system to streamline the process of handling public complaints, requests, and appeals. The newly launched Integrated Public Grievance Redressal System (IPGRS) is designed to ensure time-bound resolution of civic issues through a centralized digital platform.

Also read: Bengaluru: BDA proposes new flyover to ease Hebbal junction congestion

Citizens can now register grievances online via a dedicated web application. In addition to the digital portal, BDA has set up a citizen assistance cell and a helpline (9483166622), operational from 10 AM to 6 PM, for offline support. Walk-in complaints can also be submitted at the BDA’s Public Relations Office. Each grievance receives a unique token, enabling SMS-based updates on its progress and resolution.

To maintain accountability, BDA has appointed its secretary as the nodal officer, with the special land acquisition officer (DSKL-6) as assistant nodal officer and the PRO as coordinator. The system is designed to address or formally respond to complaints within 30 days. If BDA regulations prevent action, the complaint is officially endorsed and closed.

For unresolved issues, a second level of redressal is offered through weekly public review meetings conducted every Thursday. These zone-wise meetings allow for direct citizen engagement with officials. The pilot session on July 3 witnessed participation from 20 complainants, with six grievances resolved immediately and clear timelines assigned to the rest, marking a promising start to the initiative.