Karnataka to Launch AI-Powered System for Filing Public Complaints

Bengaluru: Karnataka is preparing to roll out an advanced Artificial Intelligence-based system that will make it significantly easier for residents to register complaints with government departments.

The new platform, being developed by the Centre for e-Governance, Karnataka, aims to simplify the complaint filing process by using AI to help citizens write proper complaint letters. Whether the issue involves water supply problems, power outages, damaged roads, or delays in government scheme payments, residents will only need to provide basic information about their problem.

The AI system will then automatically create a well-structured complaint letter and send it to the correct government department. The service will be available in both Kannada and English languages, making it accessible to a wider population.

This initiative builds upon the existing Integrated Public Grievance Redressal System (iPGRS), which has been functioning since 2021. The current system requires people to first identify which department handles their specific problem before submitting a complaint online. This has often confused many citizens who struggle to figure out the right authority to contact.

According to sources familiar with the project, the new AI-enabled system removes this confusion. “Citizens just need to enter basic details about themselves and use simple keywords describing their problem – like how many days there’s been no water supply, frequent power cuts, poor road conditions, or money not received under government schemes,” a source explained to The New Indian Express.

The platform will also allow users to upload photographs or other documents as evidence to support their complaints. Once submitted, each complaint will receive a unique grievance ID. The system will share the contact details of the responsible officer, including their phone number and office address, with the person filing the complaint.

The technology reportedly uses ChatGPT to draft complaint letters and ensure they reach the appropriate district or department official without delay.

The system maintains strict timelines for resolving complaints. Officials are expected to address issues within seven days of receiving them. If a junior officer fails to resolve the problem within this period, the complaint automatically moves to their senior on the eighth day. The senior officer then has another seven days to take action. If the issue remains unresolved, it reaches the department head on the 15th day, with a final deadline of 21 days for complete resolution.

The AI-powered grievance system is currently being tested and is expected to launch statewide by next month.