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Department of Public Grievances
Department Overview
Empowering citizens with direct, transparent escalation channels to local, district, and state authorities. We coordinate with municipal, energy, road, and water agencies to resolve citizen complaints within documented Service Level Agreements (SLAs). Our department leverages a robust digital intake platform to categorize complaints automatically, dispatch them to field engineers, and generate analytics to monitor block-level resolution performances under the oversight of District Collectors.
Real-time Control Room & Dispatch
Our district centralized control room coordinates feedback from local municipalities, water networks, and electrical lines. By mapping reports using GIS technologies, we identify hot-spots, assign nodal field engineers, and track resolution timelines with zero file overhead.
Interactive Citizen Utilities
Calculate eligibility, check criteria checklists, and plan applications immediately using our digital assistants.
Grievance SLA & Resolution Estimator
Estimated Resolution SLA
4 Days
Primary Citizen Services
- Submission of official online grievances with file attachments up to 5MB (PDF/JPG).
- SLA resolution tracking using unique grievance tokens and automated SMS updates.
- Citizen grievance appeals to joint district arbitration panels for disputed cases.
- Periodic district-level grievance redressal public hearings (Darbar camps) with live video links.
- Automatic routing of municipal, water supply, electricity, and road complaints to relevant block-level engineers.
- Real-time administrative dashboards for District Magistrates to inspect pending cases.
Frequently Asked Questions
Q: What is the maximum time for grievance resolution?
Grievances are resolved under standard SLAs varying between 3 days (for urgent sanitation and water contamination issues) and 20 days (for complex land matters). High-priority issues are marked for fast-track resolution.
Q: Can I appeal a grievance decision?
Yes. If you are unsatisfied with the resolution provided by the block-level nodal officer, you can submit an appeal through the portal within 30 days to escalate it to the District Arbitration Committee.
Q: Are my personal details secure when submitting a grievance?
Absolutely. Only the assigned officer, the department head, and the district monitoring committee have access to your personal details. We use industry-standard encryption to protect citizen privacy.
Q: Will I get notifications on my phone?
Yes, our platform is integrated with an SMS gateway. You will receive immediate SMS updates on your registered phone number when your grievance is received, assigned to an officer, and resolved.
Connect with Department of Public Grievances
Have questions or need assistance? Register via the Nagarik Suvidha portal to submit your enquiry directly to the department officers.
Register Enquiry NowVoluntary Donation
Your contribution would support this platform to run for public service. You can donate starting from Rs.99 to Rs.9999.
The excess donations are contributed for social welfare activities for orphans, handicaped, homeless etc.