Chandigarh, May 22 – Chief Commissioner of the Haryana Right to Service Commission, Sh. T. C. Gupta, IAS (Retd.), today released the Annual Report for the year 2025-26 in Chandigarh. On the occasion, the AAS WhatsApp Chatbot and AAS Mobile Application were also launched to facilitate citizens.
Secretary of the Haryana Right to Service Commission Dr. Sarita Malik, Under Secretary-cum-Registrar Sh. Sube Khan, and other officials were also present on the occasion.
Chief Commissioner T. C. Gupta said that the Commission is continuously working on the principle of “Transparent, Accountable and Time-Bound Service” to ensure that government services are made simple, accessible and available to citizens within the prescribed time limit.
He said that through the WhatsApp Chatbot and Mobile Application, citizens will now find it easier to file appeals, track their status and obtain information related to government services. Under the concept of “Services at Your Fingertips, Anytime, Anywhere,” this initiative will provide citizens with quick assistance through digital platforms.
The platform will provide fast, simple and hassle-free services through WhatsApp, enabling citizens to access information and initiate the appeal process directly from their mobile phones. Citizens can use the chatbot anytime by sending a message on WhatsApp number 6239466937.
802 Services Covered Under Time-Bound Delivery Framework
Chief Commissioner T. C. Gupta informed the media that the primary objective of the Haryana Right to Service Act, 2014 is to ensure that notified services are delivered to citizens and entrepreneurs within a fixed time frame so that they do not have to face uncertain waiting periods, repeated follow-ups or unnecessary visits to government offices.
He said that currently 802 services of 56 departments and organizations are covered under the Haryana Right to Service framework. These include birth and death certificates, domicile certificates, caste certificates, marriage registration, pensions, social security schemes, electricity and water-related services, factory licences, shop registrations, building plan approvals, industrial plots and various industry-related services.
The Chief Commissioner stated that the Auto Appeal System (AAS), launched in 2021, has emerged as the most significant reform under this framework. If a notified service is not delivered within the prescribed time limit, an appeal is automatically generated. Citizens are no longer required to visit district headquarters, departmental offices or Chandigarh for filing appeals.
If a citizen remains dissatisfied with the service, he or she may independently file an appeal through the SARAL portal. Appeals can also be filed by calling the Antyodaya SARAL Helpline at 0172-3968400, which functions from Monday to Saturday between 7 a.m. and 8 p.m.
According to the Annual Report, during the financial year 2025-26, more than 2.06 crore applications for notified services were received on the SARAL platform. Out of these, nearly 1.95 crore applications, accounting for 94.71 percent, were disposed of within the prescribed timeline. Around 9.63 lakh applications were delayed, while approximately 1.25 lakh applications remained pending as of March 31, 2026.
The Commission informed that more than 28.5 lakh appeals have been received on the Auto Appeal System so far, out of which over 98 percent cases have already been resolved. Presently, more than 750 services of 63 organizations are being monitored through this system.
Strong Digital Foundation for Ease of Living and Ease of Doing Business
Chief Commissioner T. C. Gupta said that the Haryana Right to Service framework strengthens both “Ease of Living” for citizens and “Ease of Doing Business” for industries and enterprises.
He stated that whether a citizen requires a certificate or an entrepreneur needs approvals and permissions, both require a fixed timeline and clear procedures. Haryana’s Right to Service framework provides legal as well as digital support for both.
He informed that during 2025-26, the Commission also made several important recommendations to departments for simplifying and improving transparency in service delivery processes. These included improving the pre-verification mechanism for domicile certificates, ensuring clear information in electricity bills, preventing indefinite reversion of property ID applications, strengthening tracking systems for distribution of degrees in higher education institutions and ensuring clear communication to beneficiaries of welfare schemes.
The Chief Commissioner said that the system has proved especially beneficial for rural residents, senior citizens, labourers and people for whom repeated visits to government offices are difficult. Citizens no longer need to determine which officer to approach for appeals, as the system itself identifies delays and forwards the matter to the next level automatically.
He further stated that hearings of cases coming before the Commission are conducted through video conferencing, where both appellants and concerned departments are given an opportunity to present their views. The Commission’s office is functioning in a paperless manner through the e-office system, resulting in greater transparency and faster disposal of cases.
Sh. T. C. Gupta said that the Auto Appeal System has transformed service delivery from a citizen-dependent process into a system-driven mechanism. Now, citizens do not need to chase the system in case of delays; instead, the system itself becomes active in favour of the citizen.
He added that Haryana’s model is now emerging as a benchmark at the national level. Under the Government of India’s deregulation initiative, it has been identified as a priority reform area, and several states and Union Territories are moving towards adopting similar systems.
