The Tamil Nadu government will soon sign a memorandum of understanding (MoU) with the Union government for adopting the ‘Anna Sahayata’ mobile application, an AI-enabled grievance redressal platform meant for beneficiaries of the Public Distribution System (PDS), particularly those covered under the National Food Security Act (NFSA). 

Before inking the MoU, the State government is keen on bringing district-level officers under the grievance redressal system. The mechanism proposed by the Centre aims to address complaints at the taluk and State levels. Tamil Nadu, however, is of the view that if District Revenue Officer (DRO)-level officials are also involved in the redressal mechanism, it may lead to a number of complaints getting effectively handled in the districts.

Even though the State Civil Supplies and Consumer Protection department has been using a technology-enabled redressal system for long, the signing of the MoU means that the State, which has had an independent portal (www.tnpds.gov.in) for the receipt of complaints from the public, will migrate to the national portal. Additionally, the State has dedicated toll-free numbers – 1967 and 1800-425-5901 – for registering complaints. Cardholders can also report their complaints through SMS to the Closed User Group (CUG) mobile number and an email address at the taluk level.

Under ‘Anna Sahayata’, beneficiaries can lodge complaints through a WhatsApp chatbot (9868200445) in a conversational mode or via IVRS (14457). At present, the platform 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 in the Union government for 2025-26. The initiative “not only resolves grievances but also creates a feedback loop for continuous improvement” of the PDS, the report adds.