Submit once, track online: BDA revamps grievance handling system
The Bangalore Development Authority (BDA) has announced a complete digitisation of its grievance and petition-handling system, with the new process coming into effect from January 1, 2026, in a move aimed at improving transparency, efficiency and traceability of citizen complaints.
Under the revamped system, all petitions submitted to the BDA will be digitised at the point of entry and routed electronically through the government’s e-Office platform. The authority has said the reform will eliminate repeated submissions, reduce physical movement of files, and allow citizens to track the status of their grievances online.
Deputy Chief Minister DK Shivakumar announced the transition on Saturday. BDA commissioner Major P Manivannan is the man behind the initiative.
According to the new arrangement, citizens visiting the BDA head office will be required to submit petitions at a single reception counter, where documents will be scanned on the spot. Each submission will receive an instant electronic acknowledgement, along with a receipt or grievance ID that can be used for tracking progress.
The digitisation process will be handled by India Post personnel, who will manage document scanning and submission with what the authority described as procedural neutrality and discipline. While physical documents will continue to be accepted, they will be securely stored after scanning, with files thereafter moving only in digital form to the concerned officials.
To improve visitor experience, the BDA has also introduced a token-based waiting system, supported by digital display boards across five counters, aimed at reducing congestion and long waiting times at the office.
In addition to in-person submissions, the BDA has expanded online grievance redressal options. Citizens can now submit complaints through the BDA’s official website, as well as via WhatsApp, helpline numbers, email, and social media platform X (formerly Twitter), by tagging the authority. Once registered, complainants will be able to track their grievance status online without making repeated visits to the office.
Officials said the reform is designed to ensure that petitions are submitted only once, acknowledged immediately, and monitored end-to-end until disposal. The emphasis, they said, is on creating a system that is transparent, time-efficient and citizen-friendly.
Citizens seeking further details have been advised to visit the BDA’s official website or contact the designated helpline.