What is the purpose and objectives of Grievance Redressal platform portal?
Purpose: The portal has been created to provide convenience to citizens of the state by allowing them to lodge a grievance through their mobile phones or computers. This removes the need for them to appear at any location and file a physical grievance. In addition, it provides them the facility of tracking the live status of their complaint, and providing feedback based on their satisfaction with the resolution. The system also allows the Chief Minister’s Office (CMO) to closely track all lodged grievances, and ensure that corrective action is taken in each case.
Objective: The objective of the portal is to ensure speedy, convenient and effective redressal of citizen issues by the administration.
What kind of grievances can I post ?
Any grievances relating to the functioning of the Government offices in the State can be filed. The grievance could be policy related (Mantralaya Level) or field related (District Level).
What are the types of grievances that are not taken up for redressal by the portal?
(a) Sub-judice cases or any matter awaiting judgment from any court,
(b) Personal and family disputes that were not raised with the proper authority at block, district or sub-divisional level, and
(c) RTI related matters.
Can I post a grievance against entities which are outside the purview of State Government (e.g. Railways, Banks, RBI etc.) ?
No, grievances pertaining to institutions outside the purview of the State Government should not be filed on this portal.
What should I do if I want to view Aaple Sarkar Grievances Portal in Marathi language format ?
The portal can be viewed in both Marathi & English language format. The language can be selected from the dropdown provided in the top right corner of the screen.
In which languages can I submit a grievance ?
You can submit a grievance in either Marathi or English language.
What details do I need to login into the system?
You are required to provide your valid email id and mobile number. A One Time Password (OTP) will be sent to the Mobile Number and Email Id which needs to be entered. (This procedure is followed to ensure that the grievance is being filed by a citizen with valid identity.)
Are both, mobile number and email id, are mandatory to login into the system?
Yes, for verification purposes both are required.
What if I do not receive OTP on my mobile / email id ?
If an OTP is not received within 120 seconds of filing the request, a button "Resend OTP" will be enabled on the screen. A fresh OTP can then be requested by clicking on this button.
While posting a grievance, where can I write my name ?
After logging into the system, the user name is pre-populated based on the email id that has been entered at the time of generation of OTP (e.g. if email entered is ABC@xyz.com, the name that is pre-populated will be "ABC"). This name can be modified at the time of filing the grievance, if required.
Why do I have to provide details of my District & Taluka ?
District & Taluka details are critical since the grievance need to be assigned to the correct/proper district administration for resolution.
What are the different levels of administration at which I can file a grievance ?
Currently, grievances can be filed at 2 levels of administration - namely District Level & Mantralaya Level.
If I have a grievance concerning Taluka/Village offices, which level of administration should I choose ?
Can I post the same complaint at both District and Mantralaya level ?
A grievance can be filed at only one level of administration. If your grievance is related to state policy, please file it under Mantralaya. All other grievances should be posted at the District level.
What is meant by "Type of Administration" ?
Currently 4 administrations (or areas) have been identified for grievance redressal - Collector, Municipal Corporations, Police and Zilla Parishad.
What is the meaning of 'Nature of Grievance'?
This is the subject/area that your grievance relates to. It has already been compiled for each administration type / department and are available in dropdown.
What if the subject of my grievance does not match with any of the options in the dropdown 'Nature of grievance' ?
Please select the option 'Others' in the ‘Nature of grievance' dropdown and state the subject of your grievance in the text box.
What if I am not sure about the Mantralaya department that I should submit my grievance to ?
On selection of a department, the areas which the department handles will be shown in the dropdown "Nature of grievance". The correct department can be selected based on this information.
Can I attach a supporting document along with the grievance ?
Yes. While submission of grievance, supporting documents (image/pdf) may be uploaded along with your grievance. You need to click on the 'Choose File' button to upload the same.
Why do I need to enter Captcha ?
Captcha is a security tool that is used to ensure that the grievance is being filed by a legitimate citizen and not a spammer or machine.
What if Captcha has been wrongly entered?
You will be presented with a new image code which you need to enter correctly to proceed further.
What should I do if the Captcha image is not clear ?
In such a case, press refresh button next to the captcha and you will be presented with a new image.
What if I have forgotten to upload my supporting documents ?
A fresh grievance has to be filed where the supporting documents can be attached. Kindly mention the token number of the previous grievance in the fresh grievance.
What is the procedure followed by the Grievance Redressal portal to keep the aggrieved citizen updated on his grievance?
(a) On successful lodging of a grievance, an e-acknowledgment is auto-generated by the system
(b) The citizen receives an update in the portal stating that his grievance is “In Progress” once it has been received by the department, and
(c) Once the grievance has been resolved, the citizen receives a message informing him/her about the same and asking for feedback.
Within how many days will my grievance be resolved ?
Grievances are expected to be resolved within 21 days.
How will I get to know that my grievance has been resolved ?
You will receive an automated message on your registered mobile number and email id. You can login to the portal and see the detailed response under section "Track Grievance Status".
Where can I track the grievances already submitted by me ?
You can log into your profile (with the same email id and mobile number used to file the grievance) and see all the grievances submitted by you under the "Track Grievance Status" tab.
Is there any mechanism to provide feedback about the quality of resolution provided for my grievance?
Yes. You have the option to rate each grievance as either 'Satisfied' or 'Dissatisfied'. You can also provide comments to justify your rating.
What should I do if the portal stops responding or displays an error ?
Refresh the browser. If you still face an issue, log out and login again.
What should I do if I have submitted my grievance to the wrong district ?
You need to register a fresh grievance selecting the correct district. Kindly also mention the token number of the previous grievance.
Can I edit/modify my grievance after it has been submitted ?
Once submitted, no modifications/change can be made to the grievance. However, a fresh grievance can be submitted mentioning the previous token number.
What is the governing/audit mechanism in place to ensure effective working of the system?
The CMO Team will make a set of random calls to “Satisfied” and “Dissatisfied” citizens on a periodic basis. The feedback received will be used to further improve the system and take any corrective action required.
Can grievances be submitted via post?
Grievance Redressal is an end-to-end online system and grievances by post will not be accepted.
I have a question that was not answered in this FAQ. What should I do?
Please call '022-40293000'.