“Uttar Pradesh’s online complaint system, Jansunwai, streamlines grievance redressal, allowing citizens to file and track complaints via a mobile app or portal. With real-time updates, feedback mechanisms, and integration with UP Police services, it enhances transparency and accountability. Recent upgrades improve user experience, making governance more accessible and responsive to public needs.”
Uttar Pradesh Enhances Citizen Grievance Redressal with Jansunwai Platform
The Uttar Pradesh government’s Integrated Grievance Redressal System (IGRS), popularly known as Jansunwai, has transformed how citizens interact with public authorities. Launched to promote mobile governance, this platform enables residents to lodge complaints, track their status, and provide feedback on resolutions, ensuring a seamless and transparent process. Available as a mobile app on Google Play Store and integrated with the UMANG platform, Jansunwai allows citizens to file grievances anytime, anywhere, using a mobile OTP for easy registration.
As of September 2025, the Jansunwai portal has processed millions of complaints, with recent data indicating over 90% resolution rates for registered grievances, according to official UP government reports. The system connects citizens directly to various government departments, including the UP Police, which offers services like e-FIR filing, lost item registration, and tracking of criminal cases. The UP COP app, part of this ecosystem, provides additional features such as access to details of arrested individuals and public awareness materials.
Recent updates to the platform include enhanced user interfaces and faster processing times. The addition of the Sandes app integration ensures that notifications and updates are delivered directly to users’ registered mobile numbers, improving communication. Citizens can also send reminders for grievances that exceed service-level agreement (SLA) timelines, ensuring accountability. The feedback mechanism allows users to rate the quality of resolutions, with higher officers reviewing feedback to regenerate unresolved complaints if necessary.
The UP Police’s citizen services, accessible through uppolice.gov.in and the UP COP app, complement Jansunwai by offering specialized features like tracking FIRs, reporting road accidents, and registering senior citizen complaints. The “Rewarded Criminal” service provides profiles of notable offenders, enhancing public safety awareness. These services are backed by the Crime and Criminal Tracking Network and Systems (CCTNS), which ensures all police stations and offices are interconnected for efficient complaint handling.
The platform’s emphasis on accessibility extends to marginalized groups, with dedicated channels for senior citizens to report harassment or abuse. The system’s geo-tagging feature, integrated with the mobile app, allows precise reporting of issues, which are automatically routed to the appropriate department for swift action. This has significantly reduced the need for citizens to visit government offices, saving time and resources.
Despite its success, challenges remain. Some users report delays in complex cases, and rural areas with limited internet access face connectivity issues. The government is addressing these by expanding digital infrastructure and conducting awareness campaigns to promote the platform’s usage. With ongoing improvements, Jansunwai continues to set a benchmark for citizen-centric governance in India, aligning with the broader vision of digital empowerment and responsive administration.
Disclaimer: This article is based on information sourced from official government websites, including uppolice.gov.in, jansunwai.up.nic.in, and web.umang.gov.in, as well as recent reports on citizen services in Uttar Pradesh. The data reflects the latest available updates as of September 2025. Readers are advised to verify details through official channels for the most current information.