Tamil Nadu to Sign MoU with Centre for AI-Enabled PDS Grievance App
The Tamil Nadu government is set to sign a memorandum of understanding (MoU) with the Union government to adopt the 'Anna Sahayata' mobile application, an AI-enabled grievance redressal platform for beneficiaries of the Public Distribution System (PDS), particularly those covered under the National Food Security Act (NFSA).
Before finalising the MoU, the State government has emphasised the need to include district-level officers in the grievance redressal system. The mechanism proposed by the Centre currently addresses complaints at the taluk and State levels. Tamil Nadu believes that involving District Revenue Officers (DROs) could improve the effectiveness of complaint resolution at the district level.
The State Civil Supplies and Consumer Protection department currently operates an independent grievance portal (www.tnpds.gov.in) and dedicated toll-free numbers – 1967 and 1800-425-5901. Beneficiaries can also register complaints via SMS to a Closed User Group (CUG) mobile number or through email at the taluk level.
Under 'Anna Sahayata', beneficiaries can lodge complaints through a WhatsApp chatbot (9868200445) in conversational mode or via IVRS (14457). The platform currently supports 12 regional languages, ensuring inclusive access and improved grievance resolution outcomes across the country, according to the Annual Report of the Department of Food and Public Distribution for 2025-26. The report notes that the initiative not only resolves grievances but also creates a feedback loop for continuous improvement of the PDS.
The shift from the State's independent portal to the national platform marks a significant integration of technology in public services. The MoU will formalise the adoption of the AI-powered system, which aims to streamline grievance redressal for millions of PDS beneficiaries in Tamil Nadu.
