Kerala CM Public Grievance Redressal Cell: How to Register a Complaint about State Government Offices, Departments, or Ministries to Kerala Government?

The Chief Minister’s Public Grievance Redressal Cell (CMPGRC), an initiative of the Kerala government, is an integrated public grievance redressal system (IPGRS) for citizen’s complaints related to government offices, departments, and public services.

What citizens can do:

• Grievance: Register complaints about government services, schemes, and offices such as Local Self Governments, Kerala Police, and other departments.
• Relief Fund: Request financial assistance through the Chief Minister’s Distress Relief Fund for those affected by natural calamities, accidents, and chronic diseases.
• Kerala State Right to Service (KRTS), 2012: If public services are not delivered within the prescribed time limit, citizens can raise concerns through the CMO Helpline Cell (CMPGRC).

District Offices that are under the CMO Grievance Cell:

• Alappuzha
• Ernakulam
• Idukki
• Kannur
• Kasaragod
• Kollam
• Kottayam
• Kozhikode
• Malappuram
• Palakkad
• Pathanamthitta
• Thiruvananthapuram
• Thrissur
• Wayanad

Want to register a complaint? You can call the helpline number, email, or make a complaint online to the CMO Grievance Cell.

How to File a Complaint to CMO Grievance Redressal Cell, Govt. of Kerala?

According to the Kerala State Right to Service Act (KRTS), 2012, every citizen has the right to access public services on time without any unreasonable delay by the government. If have any complaint, then lodge a public grievance to the Chief Ministers Grievance Redressal Cell.

How to File a Complaint:

1. Online: Through a dedicated online portal – CMO Public Grievance Cell or mobile app for complaint filing.
2. Offline: Register through the toll-free helpline number, email, fax, or postal mail provided by the CMO Grievance Cell.
3. In-person: Visit the nearest grievance office for face-to-face interaction.

Grievance Escalation Levels (Kerala CMO Cell):

• Level 1: Designated Officer of the respective Government Office/Department.
• Level 2: Appeal to First Appellate Officer (Public Grievance Officer).
• Level 3: Appeal to Second Appellate Officer (Head of the Department).

Chief Minister Office (CMO), Kerala: If not resolved, escalate the matter to the Chief Minister’s Office.

Appealing Process:

1. Re-opening Complaint: If not satisfied with the resolution, appeal to the higher Appellate Authority of the Department.
2. Legal Action: If disputes persist, you may take legal action within regulatory bodies or judicial courts with the guidance of a legal expert.

Kerala CM Grievance Cell Helpline Number

Call the CM Helpline Number (Chief Minister Grievance Redressal Cell), Govt. of Kerala:

Note: Have complaints about services or officials of the central government? Register a complaint through the CPGRAMS (Centralized Public Grievance Redress and Monitoring System).

For faster resolution, visit the respective government office or department with the registered complaint/docket number and ask for faster redressal formally.

File an Online Complaint

Required details to register a complaint online through the CM Grievance Redressal Cell:

• Petitioner/complainant information (While registration)
• Address (If required)
• Nature of complaint
• Department/ Government Office/ Scheme
• Category and description of the grievance
• Attachment: Supporting documents or scanned photos (only PDF, maximum 5MB)

After successful submission, note down the docket/reference number of the grievance to track status. If not resolved to your expectation, re-open the petition using this docket number.

Details to lodge a citizen complaint online through CM Helpline (Grievance Redressal Cell), Kerala:

Please note: If you need more information from government offices or departments, may file an online Right to Information (RTI) request with the respective departments or ministries of the Government of Kerala.

Procedure

Follow the steps of the procedure to lodge a public grievance online through the CMO Grievance Redressal Cell portal:

Step 1: Visit the link above.

Step 2: Login/Registration:

• Click the “New Grievance/Application” button.
• Select “Register” from the top menu.
• Select the one of available options and click “Proceed”
• Enter the required information in the registration form
• Click “Save”
• If not already registered, use the user ID and password.

Step 3: Grievance Registration:

• After successful login, Click “Go to CMO”
• Click “New Grievance” from top Menu (First-time users have to verify the mobile number by OTP.)
• Enter basic details, upload documents, and review

Step 4: Click the “Submit” button to register your grievance.

Step 5: Don’t forget to note down the reference/docket number to track the grievance.

Track the status, and check the previously lodged complaints, select “Submitted Grievance” or “Know Status”.

Departments

The list of departments of the Government of Kerala that are associated with CMO Public Grievance Redressal Cell:

• Administration: Department of State Audit, Kerala Financial Corporation, Stamps And Stamp Duties, National Cadet Corps, Local Self Governments – Panchayats, Municipalities and Corporations, Kerala Institute of Local Administration, Public Works Department, and Parliamentary Affairs.
• Revenue & Infrastructure: Department of Land Revenue, Survey and Land Records, Housing, Land Reforms, Excise, Rural Development, Town Planning, Regional Development Authorities, and Industries (Including Industrial co-operatives).
• Heritage and Culture: Department of Museums, Archaeology, Archives, Culture, Kerala State Film Development Corporation, Kerala State Chalachitra Academy, and Kerala State Cultural Activists Welfare Fund Board.
• Resources: Department of Irrigation, Ground Water Department, Water Supply and Sanitation, Electricity, ANERT, Forests, and Wildlife Protection.
• Transport: Department of Ports, Railways, Road Transport, Motor Vehicles, Water Transport, and Post and Telegraphs.
• Finance & PDS: Department of Finance, Food and Civil Supplies, Consumer Affairs, Legal Metrology, National Savings, Stores Purchase, Commercial Taxes, Agricultural Income Tax, Treasuries, Lotteries, Kerala Financial Enterprises, State Insurance, and Warehousing Corporation.
• Education: Department of Collegiate Education, Technical Education, Universities (Except Agriculture, Veterinary, Fisheries, Medical and Digital Universities), Entrance Examinations, Additional Skill Acquisition Programme (ASAP), Kerala Agriculture University, General Education, Literacy Movement, and Sports.
• Legal & Welfare: Department of Law, Social Justice, Registration, Industrial Tribunals, Employment and Training, Skills, Rehabilitation, Labour Courts, Labour, Insurance Medical Service, and Command Area Development Authority.
• Farms & Agri: Department of Animal Husbandry, Agriculture, Dairy Development, Milk Co-operatives, Zoos, Kerala Veterinary & Animal Sciences University, Soil Survey & Soil Conservation, Fisheries University, Co-operation, and Fisheries.
• Mining & Industries: Commerce, Mining and Geology, Handlooms and Textiles, Khadi and Village Industries, Coir, Cashew Industry, Plantation Directorate, Factories and Boilers, and Harbour Engineering.
• Health & Welfare: Department of Health, Family Welfare, Medical Education, Medical University, Indigenous Medicine, AYUSH, Drugs Control, and Woman & Child Welfare.
• Others: Department of Wakf and Haj Pilgrimage, Welfare of Minorities, Welfare of Scheduled Castes, Youth Affairs, Scheduled Tribes and Backward Classes, Tourism, and Devaswoms.

Reference

• Chief Minister’s Greivance Redressal & Distress Relief Fund (kerala.gov.in)
• usermanualpublic.pdf (kerala.gov.in)