The Public Grievance Monitoring System (PGMS) is an integrated public grievance redressal system (IPGRS), launched by the Grievance Cell of the government of West Bengal. Citizens can register complaints, track their status, and escalate any grievances related to departments, ministries, and local government offices to the Head of the Department and the Hon’ble Chief Minister, West Bengal.
Some of the associated departments covered under the WB Grievance Cell are general administration, panchayat, West Bengal Police, Urban bodies (Municipalities), public works, etc.
According to the West Bengal Right to Public Service Act (WBRTPS), 2013, eligible persons can access public services without any delay or rejection by the officials. Citizens can lodge grievances in case of delay or denial of services. The public authorities and the designated officers can be punished for the negligence. The major services are the issuance of certificates/ration cards, land/property records, licences, claims, and other public services.
District Offices that are under the CMO PGMS:
- Alipurduar
- Bankura
- Birbhum
- Cooch Behar
- Dakshin Dinajpur
- Darjeeling
- Hooghly
- Howrah
- Jalpaiguri
- Jhargram
- Kalimpong
- Kolkata
- Malda
- Murshidabad
- Nadia
- North 24 Parganas
- Paschim Bardhaman
- Paschim Medinipur
- Purba Bardhaman
- Purba Medinipur
- Purulia
- South 24 Parganas
- Uttar Dinajpur
Want to complain against the government offices, departments, and services in West Bengal? You can call the toll-free CM Helpline, email your concerns, or file a complaint online on the PGMS portal. If not resolved, escalate the grievance to the Grievance Cell, WB CMO.
How to Register a Complaint Against Departments or Offices of the West Bengal Government?
As part of the grievance redressal mechanism, citizens in West Bengal can register public grievances through dedicated portals like the Chief Minister’s Office (CMO) and the Public Grievance Monitoring System (PGMS). Here are the major departments against which citizens can file complaints:
- Panchayats and Rural Development
- Public Works
- Home and Hill Affairs
- Finance
- Consumer Affairs
- Correctional Administration
- Urban Development and Municipal Affairs
If your grievance is not resolved within the stipulated time frame, which may vary, it is advisable to escalate the matter to the next level of authority through the respective channels provided by the CMO and PGMS in West Bengal.
Escalation Levels:
- Level 1: Designated Officer of Department (Nodal Officer)
- Level 2: District Collectorate/Department Grievance Cell (Public Grievance Officer)
- Level 3: State Grievance Redressal Authority (Head of Department/Secretary)
- Level 4: Chief Minister’s Grievance Cell (CMO), West Bengal
Still, not satisfied with the response? You may consult with a legal professional for further legal actions or available alternatives such as tribunal, regulatory authority, etc.
Lodge a Public Grievance
To initiate the online registration of your grievance through the PGMS or West Bengal CM Helpline Number, ensure the inclusion of the following details:
- Complainant Details:
- Name
- Mobile Number (if required)
- Address (including block, panchayat/ ULB or Municipality)
- The subject of complaint
- Associated Department/District Office
- Description with Facts
- Supporting Documents, if any
Details to Lodge Public Grievances Online to Govt. of West Bengal:
| Online Grievance to PGMS, West Bengal | File a complaint |
| Track grievance status | Click to track |
| Online NRI Complaint (Apna Bangla) | Click Here (aponbangla.wb.gov.in) |
| Public Service (Duare Sarkar) | Click to Complain |
| Bangla Sahayata Kendra | Click Here (wb.gov.in) |
Want to submit a written grievance letter? Contact or call the “Control Room Helpline Number” for Bangla Sahayata Kendra.
Procedure
Visit the official PGMS West Bengal website at “https://excise.wb.gov.in/pgms/page/login.aspx“.
- In the citizen login, click “Lodge your grievance here”.
- Fill out the required information with the sign asterisk (*)
- Select the respective department/office
- Describe your issue within 1000 characters
- Attach any relevant documents (.doc, .docx, .pdf, .PDF, .DOC, .RAR, .rar, .ZIP, .zip, .jpg, .JPG, .jpeg, .gif, or .png)
- Click the “Request for One Time Password (OTP)”
- Enter the OTP and verify your number
- Make sure to note down the reference/acknowledgement number provided.
By following these steps on the PGMS West Bengal portal, you can easily register your grievance for resolution.
Write to West Bengal CMO
If your lodged complaints regarding public services or departments are not resolved, you may escalate the grievance to the Chief Minister’s Office (CMO) in West Bengal.
Please visit the following links to file your complaint with the West Bengal CMO:
| Office | Grievance Cell, CMO |
|---|---|
| Online complaint | Click Here (cmo.wb.gov.in) |
| Phone Number | +919137091370, +913322140027 (tech support) |
| wbcmro@gmail.com | |
| Postal Address | Grievance Cell, Chief Minister Office (CMO), Upanna, 325, Sarat Chatterjee Road, Shibpur, Howrah, 711102. |
Have complaints related to Central Government Offices or Schemes? Lodge your grievance through the “Centralized Public Grievance Redress and Monitoring System (CPGRAMS).”
Other Public Grievance Helpline
| Department | Helpline Number |
|---|---|
| Apna Bangla (NRI) | Phone: 18003458244 WhatsApp: +918697633333 Email: aponbangla@wb.gov.in |
| Labour Department | 18001030009 |
| Lakshmi Bhandar | +913323341563 |
| State Helpline | 18003450117, +913322140152 |
| Swasthya Sathi | 18003455384 |
| Bangla Sahayata Kendra | Phone: +913322140080 Email: info.bsk@wb.gov.in (tech) |
Department
The list of departments associated with the PGMS portal of West Bengal:
- Agricultural Marketing
- Agriculture
- Animal Resources Development
- Backward Classes Welfare
- Consumer Affairs
- Co-operation
- Correctional Administration
- Disaster Management and Civil Defence
- Environment
- Finance
- Fire and Emergency Services
- Fisheries
- Food and Supplies
- Food Processing Industries and Horticulture
- Forests
- Health and Family Welfare
- Higher Education
- Home and Hill Affairs
- Housing
- Industry, Commerce, and Enterprises
- Information & Cultural Affairs
- Information Technology and Electronics
- Irrigation and Waterways
- Judicial
- Labour
- Land and Land Reforms and Refugee Relief and Rehabilitation
- Law
- Mass Education Extension and Library Services
- Micro, Small and Medium Enterprises and Textiles
- Minority Affairs and Madrasah Education
- Non-Conventional and Renewable Energy Sources
- North Bengal Development
- Panchayats and Rural Development
- Parliamentary Affairs
- Paschimanchal Unnayan Affairs
- Personnel and Administrative Reforms
- Planning and Statistics
- Power
- Programme Monitoring
- Public Enterprises and Industrial Reconstruction
- Public Health Engineering
- Public Works
- School Education
- Science and Technology and Biotechnology
- Self-Help Group and Self-Employment
- Sundarban Affairs
- Technical Education, Training & Skill Development
- Tourism
- Transport
- Tribal Development
- Urban Development and Municipal Affairs
- Water Resources Investigation and Development
- Women and Child Development and Social Welfare
- Youth Services and Sports
Please note: If you are not satisfied with the final orders of any apex government authority of the West Bengal government, you may take legal action with the help of a lawyer.
