PublicShikayat looks like one piece of software but actually does five jobs end-to-end — capture on every channel a citizen actually uses, route to the right officer, keep the citizen updated, log every action, and publish a redacted version on a ledger anyone can read.
There is no “web user” vs. “WhatsApp user”. Channels are interchangeable — a complaint filed on WhatsApp can be replied to from the admin panel, and a case logged in person can be updated to the citizen over WhatsApp. The system has one citizen, three doors.
On the office's own domain.
A short, dynamic form. Picks the department, fills only the fields that department needs, attaches a photo if it helps. Voter ID is validated on the spot.
Just message the office.
Almost every constituent already messages the MP or MLA on WhatsApp. The same number now files a tracked, numbered grievance — without an app, an OTP login, or a browser tab.
Staff fill it for the citizen.
When a citizen walks into the office or phones in, staff log the grievance through the same admin form. Their case looks identical in the system to one filed online.
Most constituents first reach an MP or MLA on WhatsApp. The bot turns that same conversation into a tracked grievance — bilingual, voice-friendly, and forgiving of how people actually message offices.
Service-framed welcome. Replies come from the office's own number, in the citizen's preferred language automatically.
Buttons, not commands. A citizen never has to remember a keyword. Every step is a tap.
Voter ID validated live. Format is checked immediately. Gibberish is rejected before it becomes a case.
Departments paginated. WhatsApp limits a list to ten rows; we paginate so an office can have twenty or fifty without breaking the flow.
Voice + photo accepted. Staff hear the voice note inline in the inbox; the photo opens with a single tap.
Reference number, immediately. Same number that appears on the audit ledger and the citizen's status check.
Staff don't check email and WhatsApp and a register. They open one inbox. Cases from web, WhatsApp, and walk-in arrive in the same place, with a department tag, a status, and the full conversation thread already attached.
The officer who needs to act on a case — a Tehsildar, an SDO, a beat constable — does not need to register on PublicShikayat. They don't even need to know it exists. They get a WhatsApp message and an email with a link unique to that case. They tap. They reply. We record it.
Office of MP, Fatehgarh Sahib
Sir, please find below a citizen's grievance forwarded to your desk for kind action.
Open case → publicshikayat.com/o/8tQ_v2K9j…
On every transition, the citizen gets a message on the channel they filed on. Nothing happens behind their back; nothing reaches a dead end without a reason attached.
The audit page is the reason this exists. It exists on the office's own domain so a citizen, a journalist, or a constituent looking up an MLA's record can verify the office's responsiveness without asking permission.
English, हिन्दी, ਪੰਜਾਬੀ — picked once and remembered. The bot, the form, the SMS, and the audit page all switch together.
Many citizens find typing harder than speaking. The bot accepts voice on every step — staff hear it inline in the inbox.
Messages, photos, and forms degrade gracefully on weak networks. The submit page works offline and posts on reconnect.
The whole citizen journey runs on WhatsApp and a browser. No download, no signup, no portal account.
We onboard a new office in under a week — branded WhatsApp number, custom departments, audit page on the office's subdomain. No long-term lock-in.