Bhubaneswar: On Wednesday, Suresh Pujari, the Minister for Revenue and Disaster Management in Odisha, unveiled a WhatsApp-based Revenue Grievance Redressal System using the existing ‘Ama Sathi’ chatbot. This initiative aims to enhance transparency, accountability, and accessibility in revenue administration.
The new system enables citizens to report complaints regarding revenue services by sending a message to the WhatsApp number 9437292000. Users can select the appropriate category, provide necessary details and supporting documents digitally, and receive automated updates throughout the process—covering receipt, progress, verification, escalation, resolution, or rejection.
After their issues are resolved, citizens also have the opportunity to rate the service and provide feedback.
During the launch event at Lok Seva Bhawan, Pujari emphasized that this initiative aims to bridge the gap between revenue services and the public, thereby fostering trust in the administration. He mentioned that the department is modernizing its operations to adapt to contemporary needs, making services more straightforward and accessible.
Arabinda Kumar Padhee, Additional Chief Secretary, explained that having direct oversight from the minister, departmental secretary, and senior officials would enhance accountability and sensitivity among the staff. He noted that the system would be further refined based on practical experiences.
A live demonstration at the launch showcased citizens from Rayagada, Jharsuguda, and Kataka districts submitting their grievances via WhatsApp, illustrating the administrative process that follows.
In the workflow, initial grievances are directed to the Tehsildar for review and action. If field verification is required, cases can be forwarded to the Revenue Inspector, while more complex issues may be escalated to the Sub-Collector, Additional District Magistrate, or District Collector. Specific timelines are set to ensure timely resolution, with digital records kept for tracking.
The grievance module encompasses a variety of revenue issues, including land and land records, Record of Rights (RoR), mutations, Column 2 corrections, land classification changes, partitions, encroachments, demarcations, and disaster relief certifications, among others. Discussions are underway to digitize physical complaints received at offices and incorporate them into this platform.
The ‘Ama Sathi’ chatbot already facilitates multiple revenue services—including mutations, land classification changes, marriage and society registrations, and various certificates (caste, income, residential)—through the same WhatsApp number. This new grievance feature introduces a structured digital method for citizens, reducing the need for them to visit multiple offices at the outset. For the department, it establishes a clear workflow, defined responsibilities, transparent tracking, and improvements driven by user feedback, according to an official release.
This initiative builds on previous efforts to expand the chatbot’s capabilities. In February 2026, Chief Minister Mohan Charan Majhi launched the ‘Ama Sathi’ Unified WhatsApp Bot to provide digital revenue services. Subsequent reviews in April mandated upgrades for real-time grievance management, direct notifications to Tehsildars, and ongoing monitoring by the minister and Additional Chief Secretary.
Officials have pointed out that this platform can significantly minimize physical visits, reduce reliance on intermediaries, and enhance responsiveness, particularly given WhatsApp’s extensive reach in the state.
