Samvad Setu Chatbot Receives 150 Complaints in 2 Days, Fast-Tracks Redressal

Nagpur: In just two days of its roll out, Samvad Setu — a WhatsApp-based grievance redressal chatbot launched by the Nagpur district collectorate — received nearly 150 complaints from citizens. The chatbot, available on WhatsApp at 8669494944, was launched under the 100-day good governance programme and informally flagged off by guardian minister Chandrashekhar Bawankule.

The system, designed to route citizen complaints directly to relevant departments in real-time, covers 14 tehsil offices, 28 municipal councils, and multiple wings of the collector office. It enables users to lodge issues related to public utilities, land and revenue matters, certificates, licenses, and more — all through a simple WhatsApp interface.

While complaints came from across the board, the highest were logged from Katol tehsil office at 11, followed by Umred (5), Nagpur city, Kamptee, Hingna, and Ramtek with four each. The diversity of complaints spanned across issues like water supply, land records, ration cards, and certificates. Similarly, Butibori and Wanadongri led in the municipal council category. Department-wise, the home department of the collector office saw the most input.

The most common complaints revolved around water leakage, ration cards, income/residence certificates, and land record updates. Demonstrations during the launch showed how the chatbot quickly assigns a complaint ticket and notifies the concerned officer instantly.

District collector Vipin Itankar, who is personally overseeing the implementation, stated that each grievance is expected to be resolved within seven days. "If any complaint remains unresolved beyond this period, it will be taken up directly by my office," he said during a recent review meeting. He stressed that Samvad Setu eliminates unnecessary hurdles for citizens, offering a faster and transparent feedback loop with the administration.

Guardian minister Bawankule lauded the initiative as a model for responsive governance and has directed officials to integrate learnings from Amravati's similar project for further efficiency. "This isn't just a chatbot. It's a direct line to governance, and it will drive accountability at the grass roots," he said.

What's notable is the pace at which the system is already delivering results — five complaints were resolved on the very first day, showing that it's not just collecting issues, but acting on them. With rising citizen engagement and structured follow-ups from the collector's office, Samvad Setu is shaping up to be more than just a tech tool — it is becoming a symbol of citizen-first administration in Nagpur.

Infographics:

Top 5 Tehsil Offices by Complaints

| Rank | Tehsil Office | Complaints Received |

| 1 | Katol | 11 |

| 2 | Umred | 5 |

| 3 | Hingna | 4 |

| 4 | Kamptee | 4 |

| 5 | Nagpur City / Ramtek | 4 |

**Top 5 Municipal Councils by Complaints**

| Rank | Municipal Council Office | Complaints Received |

| 1 | Butibori Nagar Parishad | 9 |

| 2 | Wanadongri Municipal Council | 7 |

| 3 | Kalmeshwar / Narkhed | 6 |

| 4 | Katol Municipal Council | 6 |

| 5 | Umred Nagar Palika | 6 |

**Top 5 Collector Office Departments by Complaints**

| Rank | Department Name | Complaints Received |

| 1 | Home Department | 6 |

| 2 | Setu Collector Office | 5 |

| 3 | Revenue Department | 4 |

| 4 | Disaster Management | 3 |

| 5 | Administration Department | 3 |