Retired wing commander S. Gopalakrishna who had filed a cheating complaint against his business partner with the Yelahanka police in July 2011, was running from pillar to post to get a copy of the first information report (FIR) till he approached Sakala, a State government initiative for speedy resdressal of issues related to government departments.

Only after the intervention of Sakala helpline services was the Yelahanka police nudged into action. “They not only scanned and mailed the copy of the FIR but also began probing the case which had gathered dust,” said Gopalakrishna.

Darshan Chinappa, who heads the grievance cell of Sakala, told The Hindu that the helpline, which is manned by 16 staff members, attends around 1,500 complaints on a daily basis.

“Sakala intervenes and resolves complaints at the earliest. This creates a sense of accountability among government departments,” he said.

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