Bengaluru GBA plans Sahaya 3.0 with complaint reopen option

A civic complaint marked “closed” despite an unresolved problem is one gap Sahaya 3.0 is proposed to address.

Bengaluru Development Minister Krishna Byre Gowda said the Greater Bengaluru Authority (GBA) plans to develop an upgraded grievance platform that would allow residents to follow a complaint through to resolution. The system would let users reopen cases when they believe the response has not fixed the problem.

Sahaya 3.0 would be built on Sahaya 2.0, which already accepts civic complaints with photographs and videos and brings together grievance modules of BESCOM, BWSSB, BMTC, BMRCL and BDA. Proposed additions include voice-based complaint registration, access in Indian languages and a low-bandwidth option. Anonymous complaints may be permitted in select cases.

The GBA also plans to identify the official responsible for each complaint and use standard procedures for field inspections before closure. The proposal follows the authority’s monthly review plan for potholes, garbage and streetlights.

Alongside Sahaya 3.0, the GBA is developing a wider infrastructure information platform. Its Road Infrastructure Management System currently records road works from 2022-23 to 2026-27 across five corporations, covering more than 2,000 km and ₹9,151 crore in funding.