Karnataka Set to Pioneer AI-Powered WhatsApp Grievance System for Citizens
In a landmark move toward digital governance, the Karnataka government is preparing to launch an artificial intelligence (AI)-driven WhatsApp-based grievance redressal platform, enabling citizens to easily register complaints related to government services and schemes from their mobile phones.
A New Era of Citizen-Government Interaction
According to senior officials from the Department of Personnel and Administrative Reforms (DPAR), the new system has been developed internally by the Centre for e-Governance and is nearing its official rollout. Once live, citizens will be able to file complaints on issues ranging from civic infrastructure to public utilities through a simple WhatsApp message.
A dedicated WhatsApp helpline number is expected to be released soon. “This will serve as a single point of contact for grievances pertaining to all state government departments,” a senior DPAR official confirmed to Moneycontrol.
AI at the Core of the New Mechanism
The upcoming platform stands out for its integration of AI and automation technologies, which will handle complaints efficiently without requiring citizens to navigate complex portals.
Residents can submit their grievances through text, images, or voice messages, and support for both Kannada and English has been built into the system. A video complaint option is also under consideration for future updates.
Once a submission is received, the AI engine will automatically convert the message into a formal complaint, categorize it appropriately, and assign it to the relevant department or officer. This automation aims to reduce human error and bureaucratic delays in complaint registration.
Moving Beyond Traditional Helplines
Currently, Karnataka operates the Integrated Public Grievance Redressal System (IPGRS)—popularly known as Janaspandana—through a telephone helpline (1902), which functions only between 10 a.m. and 5:30 p.m. Citizens can also register complaints online at ipgrs.karnataka.gov.in
, but the process often confuses users about the correct department or category.
The helpline presently handles around 2,000 calls a month across the state. The new AI-driven model is expected to expand accessibility, minimize confusion, and allow citizens to file grievances anytime, anywhere.
How the System Will Work
Explaining the process, Shreevyas H.M., Project Director at the Centre for e-Governance, said, “Karnataka will become the first state in India to launch an AI-powered WhatsApp-based grievance system. It will simplify how people raise issues like water supply, potholes, waste management, or property tax.”
To initiate a complaint, citizens will just need to send ‘Hi’ to the official WhatsApp number. The chatbot will then walk them through steps to file or track a grievance, including verifying a four-digit OTP, sharing their location, and choosing their preferred language—Kannada or English. Users can then choose whether to send their complaint via text, voice, or image.
The AI tool will analyze and formally record the grievance, automatically routing it to the relevant department for action.
Integration with Janaspandana Framework
The new WhatsApp-based system will operate in tandem with Janaspandana, which already manages grievances across more than 600 state-run schemes and services. Each complaint is routed to the Last Mile Functionary (LMF) within the relevant department.
These grievances are reviewed and resolved within a fixed timeframe through a three-tier officer hierarchy. Once addressed, an Action Taken Report (ATR) is published on the portal. Citizen feedback is also collected; if a complainant expresses dissatisfaction, the case is automatically escalated to a higher-level officer for re-evaluation.
AI’s Expanding Role in Governance
The Centre for e-Governance has been at the forefront of introducing AI-enabled solutions across Karnataka’s administrative systems. One such innovation is the Karnataka Attendance Management System (KAAMS), also called Kartavya, meaning “responsibility” in Kannada.
This selfie-based attendance system replaces traditional biometric devices. Using Aadhaar-based eKYC and geofencing, it allows employees to mark attendance through a selfie taken within 100 meters of their workplace.
Currently, the health department uses KAAMS for around 39,000 employees, while the e-Governance Department has onboarded nearly 700 staff members.
Encouraged by its success, the education department is also planning to adopt a similar model, beginning with government teachers in Gadag district, where selfie attendance will soon become mandatory.
A Step Toward Smart Governance
Karnataka’s AI-powered WhatsApp grievance platform signifies a broader transformation toward citizen-centric e-governance. By merging the familiarity of WhatsApp with the precision of AI, the government aims to make grievance filing faster, more transparent, and more accessible to every resident—urban or rural.
As digital inclusion deepens and AI capabilities mature, Karnataka’s model could become a national benchmark for other states looking to modernize citizen service delivery.