AI-Driven Public Grievance System to Go Live in Karnataka Next Month, Citizens Can Report Civic Issues

Residents across Karnataka will soon have a faster and simpler way to report civic issues such as water supply disruptions, power outages, and damaged roads. The Karnataka e-Governance Centre is developing an AI-powered grievance redressal system that will allow citizens to file complaints using just a few keywords or even voice messages. The system is expected to be rolled out by December.

The new platform is designed to make the complaint process effortless. Users need to enter only basic details such as their name, address, and type of issue. From this input, the AI tool will automatically generate a formal complaint letter and forward it to the relevant department. The system will function in both Kannada and English, ensuring accessibility for a wide range of users.

Smart Features and Automatic Escalation

Built on technology similar to ChatGPT, the system can draft accurate and context-aware letters in Kannada and English. Every complaint will receive a unique identification number for tracking purposes. If the issue is not resolved within seven days, the complaint will be automatically escalated to a higher official. Departments are expected to resolve issues within 21 days of the initial report.

Under the new escalation process, if a junior officer fails to resolve the problem within the first week, it moves to their superior on the eighth day. If still pending after another week, the department head is notified on the fifteenth day, with a final resolution expected by the twenty-first day.

Enhancing the Existing iPGRS Platform

The new AI-based system builds on the Integrated Public Grievance Redressal System (iPGRS), which has been operational since 2021. While iPGRS currently requires users to fill out detailed forms on a website, the upcoming system aims to simplify the process by using artificial intelligence to handle complaint drafting and routing automatically.

Trial Phase and Expected Impact

Currently in its trial phase, the AI-powered grievance system is set to go live next month. Officials say the new platform will transform how citizens engage with government services by reducing bureaucratic delays and ensuring timely resolutions.

The Karnataka e-Governance Centre has expressed confidence that the initiative will strengthen transparency, accountability, and responsiveness in public administration-making grievance redressal faster, smarter, and more citizen-friendly.