KKD eServices

Public Grievance / Helpdesk

Overview

The KKD eServices Public Grievance and Helpdesk portal is a dedicated platform for citizens to lodge complaints, submit feedback, and seek resolution for issues related to public services, administrative processes, and governance. The Grievance Redressal Mechanism has been established in accordance with the guidelines issued by the Department of Administrative Reforms and Public Grievances, ensuring that every citizen complaint is acknowledged, investigated, and resolved within a defined timeframe.

The portal provides a transparent and accountable system where citizens can track the progress of their grievances in real time. Every grievance is assigned to a designated officer who is responsible for its resolution. The system maintains a complete audit trail of all actions taken, ensuring accountability at every level.

How to Lodge a Grievance

Citizens can lodge grievances through multiple channels. The following steps outline the online grievance submission process:

1. Log In to the Portal: Access the grievance portal using your registered credentials. If you do not have an account, register using your mobile number and email address with OTP verification.
2. Select Grievance Category: Choose the appropriate category that best describes your complaint from the available options (service delay, document issue, staff conduct, infrastructure, etc.).
3. Provide Details: Describe your grievance in detail, including the date of occurrence, the department or office concerned, names of officials involved (if known), and the relief or action you are seeking.
4. Attach Supporting Documents: Upload any relevant documents, photographs, or evidence that support your complaint. Files must be in PDF, JPEG, or PNG format with a maximum size of 5 MB each.
5. Submit the Grievance: Review all information for accuracy and submit. A unique Grievance Reference Number (GRN) will be generated immediately.
6. Track Progress: Use the GRN to track the status of your grievance through the portal or by calling the helpline. You will receive SMS and email updates at each stage of processing.

Types of Grievances Accepted

The Public Grievance Cell accepts complaints pertaining to the following categories:

• Service Delivery Delays: Complaints regarding delay in processing of applications for certificates, licences, permits, or other services beyond the prescribed timeline.
• Document and Certificate Issues: Complaints about errors in issued certificates, non-receipt of approved documents, or discrepancies in records.
• Staff Conduct and Behaviour: Complaints regarding discourteous behaviour, negligence, or misconduct by government officials or staff members.
• Infrastructure and Facilities: Issues related to public infrastructure such as roads, drainage, water supply, street lighting, sanitation, and public buildings.
• Online Portal Issues: Technical problems faced while using the eServices portal, including login issues, payment failures, and document upload errors.
• Corruption and Malpractice: Reports of bribery, corruption, favouritism, or any form of malpractice by government functionaries. Such complaints are treated with utmost confidentiality.
• Policy-Related Concerns: Feedback or concerns regarding government policies, schemes, or regulations affecting citizens.
• General Feedback: Suggestions for improvement of services, facilities, or governance processes.

Response Timeline

Escalation Matrix

If a grievance is not resolved within the prescribed timeline, it is automatically escalated to the next level of authority. The escalation matrix is as follows:

1. Level 1 — Dealing Officer: The grievance is initially assigned to the designated dealing officer of the concerned department. The officer must respond within the prescribed timeline.
2. Level 2 — Section Head: If unresolved after the initial timeline, the grievance is escalated to the Section Head or Branch Manager of the department. An additional 7 working days are provided for resolution.
3. Level 3 — Department Head: If the grievance remains unresolved, it is escalated to the Head of Department or Director. The matter must be resolved within 10 additional working days.
4. Level 4 — Grievance Redressal Officer (GRO): Persistent grievances are referred to the designated Grievance Redressal Officer appointed by the KKD eServices Authority. The GRO has overriding authority to direct departments to take corrective action.
5. Level 5 — Appellate Authority: As a last resort, citizens may approach the Appellate Authority by submitting a formal appeal with all relevant documentation and correspondence history.

Grievance Status Tracking

Citizens can track the status of their grievances through the following methods:

• Online Tracking: Log in to the portal and navigate to "My Grievances" to view the current status, officer remarks, and expected resolution date.
• SMS Tracking: Send an SMS with the format "GRV [Grievance Reference Number]" to 56161 to receive an instant status update.
• Helpline: Call the toll-free helpline 1800-425-3077 and provide your GRN to the helpdesk executive for a verbal status update.
• Email: Send an enquiry to grievance@kkdeservices.com with your GRN in the subject line.

For tracking the status of service applications (not grievances), please visit the Status Tracking page.

Contact the Grievance Cell

The Public Grievance Cell can be reached through the following channels:

• Toll-Free Helpline: 1800-425-3077 (Monday to Saturday, 8:00 AM to 8:00 PM)
• Email: grievance@kkdeservices.com
• Postal Address: Public Grievance Cell, KKD eServices Authority, Administrative Building, Sector 12, KKD - 110001
• Walk-in Hours: Monday to Friday, 10:00 AM to 5:00 PM (excluding gazetted holidays)

For emergency situations requiring immediate attention, please refer to the Emergency / Health / Civic Information page for relevant helpline numbers.