DPG – Register a Complaint to the Directorate of Public Grievances (DPG) of India

The Directorate of Public Grievances (DPG) in the Government of India’s Cabinet Secretariat helps in obtaining responses to unresolved grievances regarding some Central Government Departments and Organizations.

DPG can assist you in obtaining a reply and resolution to your complaints from the concerned department or organization.

Complaints relating to the following matters are not within DPG’s purview:

• Related to Policy matters
• Related to Commercial contracts
• Related to Decisions involving court cases judgment/decisions or matters pending in Court
• Related to Service matters (excluding payment of terminal benefits like gratuity and GPF)
• Frivolous complaints

Grievance Redressal:

If you have not registered any complaint on the Centralized Public Grievance Redress and Monitoring System, then first visit CPGRAMS, Government of India to complain online to the respective department or the ministry of the central government.

Register a complaint to DPG

If any person wants to lodge a grievance to DPG then you can visit DPG portal and can fill out the complaint form.

To register/login yourself or track the status of the grievance, visit the given link. You can also send reminders and ask for clarification. DPG has also provided an Advisory document for the citizens, you can use it to follow the instructions.

Details of Designated Nodal Officer:

Required details

• Provide details of the grievance with copies of related documents.
• Details of earlier attempts and resolved grievances by the grievance redressal mechanism of the department.
• Information of filed any appeal against any previous decision of the organization or department, before any court, tribunal, or consumer forum.
• Include the identity and postal address, e-mail address, and telephone/mobile number.
• Mandatory to put your signature or thumb impression on the letter.
• The postal address of DPG or the procedure for lodging a grievance online is available below.

Procedure to Lodge Grievance to DPG:

Step 1: Visit this link: https://dpg.gov.in/grievance.aspx

Step 2: Select the lodge grievance from the left side and click on this link.

Step 3: Select the Sector of grievance.

Select one from the list of the sectors & departments of the government:

• Banking
• CGHS
• Civil Aviation
• Education
• ESI Corporation
• Insurance
• National Saving Scheme
• Passport Authority
• Petroleum and Natural Gas
• Posts
• Provident Fund
• Railways
• Transport & Highways
• Shipping
• Telecommunication
• Tourism
• Urban Affairs & Employment
• Youth Affairs

Step 4: Enter the date of cause of grievance. and choose the options.

Step 5: Choose yes for the concerned authority and choose no for any tribunal and court approach.

Step 6: Enter the grievance description within 4000 characters. Provide the details of your grievance that is not resolved by the concerned department or are unsatisfied with the resolution.

Step 7: Enter your personal details in the personal details section of the complainant. (Name, Address, Mobile Number, Residence address, E-mail, and other details)

Step 8: Click on the submit form. Take the reference number to track the status of your grievance.

Grievance Redressal Process

1. Complaint Assessment: Upon receipt of a customer complaint, the Grievance Redressal Department (DPG) conducts a thorough assessment. This involves a detailed examination of the complaint’s nature and severity, enabling a comprehensive understanding of the concerns raised.
2. Department Referral and Response: Following the assessment, the identified complaint is immediately forwarded to the relevant department or ministry. During this stage, the concerned department conducts an in-depth review, addressing the specific issues raised. A detailed response is expected within a stipulated timeframe of 30 days to resolve concerns.
3. Timely Resolution Process: The grievance redressal process is designed for efficiency, ensuring that the entire procedure, from the initial receipt of the complaint to its resolution, is completed within 15 working days.
4. Resolution Communication: Upon the successful resolution of the complaint, the complainant receives an official email with a complete report of the actions taken to address the complaint, highlighting the steps and measures implemented.

DPG’s Jurisdiction

Ministries, Departments, or Organizations of the Union Government of India that are under DPG’s purview:

1. Indian Railways
2. Posts Office of India
3. Telecom Sector: Bharat Sanchar Nigam Limited (BSNL) and Mahanagar Telephone Nigam Limited (MTNL)
4. Complaints related to Civil Aviation: Air India, The Airports Authority of India, and Shipping
5. Road Transport & Highways: The National Highways Authority of India, and Tourism
6. Ministry of Finance: National Saving Scheme and Employees’ Provident Fund Organization
7. Regional Passport Authorities of India        
8. Central Government Health Scheme
9. Education: Central Board of Secondary Education (CBSE), Navodaya Vidyalaya Samiti, and Kendriya Vidyalaya Sangathan
10. Higher Education: National Institute of Open Schooling, Deemed/ Central Universities, and Scholarship Schemes of the Ministry of Education
11. ESI Hospitals and Dispensaries are directly controlled by ESI Corporation under the Ministry of Labour
12. Youth Affairs

Some Other Departments:

1. Urban Development

• Delhi Development Authority (DDA)
• Land and Development Office (LDO)
• Central Public Works Department (CPWD)
• CGEWHO
• Directorate of Estates
• Directorate of Printing
• The Department of Publications
• The Ministry of Urban Development

2. Petroleum and Natural Gas

• Balmer Lawrie and Co Limited
• Bharat Petroleum Corporation Ltd.
• Bongaigaon Refinery & Petroleum Ltd.
• Cochin Refineries Limited
• Engineers India Limited
• Gas Authority India Limited
• Hindustan Petroleum Corporation Ltd.
• Indraprastha Gas Limited
• Indian Oil Corporation
• Lubrizol India Ltd.
• Madras Refineries Limited
• Numaligarh Refinery Limited

3. Public Sector Banks

• Bank of Baroda
• Bank of Maharashtra
• Canara Bank
• Central Bank of India
• Corporation Bank
• Indian Bank
• Indian Overseas Bank
• Industrial Development Bank of India Ltd.
• National Bank for Agriculture and Rural Development
• Punjab National Bank
• Small Industries Development Bank of India
• State Bank of India
• Syndicate Bank
• UCO Bank

4. Public Sector Insurance Companies

• GIC of India
• Life Insurance Corporation of India
• National Insurance Company Ltd.
• The New India Assurance Company Ltd.
• The Oriental Insurance Company Ltd.
• United India Insurance Company Ltd.

To know more or complain about a specific department or organization click on the concerned department and get details.

Frequently Asked Questions about DPG

Q. How many days does DPG take to resolve the grievance?
A. It may take 30 days after receiving the application form of your grievance.

Q. Which type of complaint does DPG accept?
A. DPG accepts the complaints of the public sector or departments that come under its purview. You can check the above list of departments.

Q. Is it necessary to first lodge a complaint in the concerned department before approaching DPG?
A. Yes, you must file a complaint in the concerned department. If your complaint is not resolved or unsatisfied, then you can lodge a grievance to DPG against the concerned department that comes under DPG.

Reference

• Directorate of Public Grievances (dpg.gov.in)