Daijiworld Media Network - Udupi

Udupi, Feb 2: The online grievance redressal system ‘Udupi Help’, introduced to enable citizens to report civic problems digitally, has been suspended, forcing residents to visit the city municipal council office in person to lodge complaints.

Launched about five years ago, the platform allowed residents to upload photographs and brief details of ward-level issues, enabling officials to address complaints, often within a day. The system was also widely used for emergency responses during the monsoon. Designed to cover all 35 wards of the city, the app has now disappeared from the Play Store, rendering the facility inaccessible.

Through the platform, complaints related to malaria, fallen trees damaging roads, electricity poles collapsing on houses and roads, flooding in low-lying areas, lightning-related damage to life and property, sewage overflow, landslides, building collapses and pothole-ridden roads were earlier addressed swiftly. The app also allowed complainants to track the status of their grievances, and officials were required to upload photographs after resolving issues. In addition, it carried contact numbers of around 12 departments, including the fire services, Mescom, forest department, police, and the deputy commissioner’s office, along with monsoon-related advisories.

The app was developed during the tenure of then municipal commissioner Anand C Kallolikar and was launched by the then in-charge minister Jayamala. While it functioned effectively for a few years, its performance reportedly declined after the city came under elected representatives’ administration, eventually leading to a complete lack of response. Subsequently, residents were asked to route their complaints through local municipal councillors.

At present, the city municipal council is again under officials’ administration. However, no council meetings have reportedly been held for the past three months. Earlier, monthly general council meetings served as a platform for ward members to raise civic issues and seek solutions, apart from drawing officials’ attention to smaller problems. Residents now allege that even repeated phone calls to officials often go unanswered.

Municipal commissioner Mahantesh Hangargi said the online grievance system would be reviewed afresh and its advantages and shortcomings studied. He added that citizens could directly meet or contact the municipal commissioner regarding ward-level issues and that instructions would be issued to officials to respond promptly to public calls.