Independent explainer from the CJP Supporters Community. Sources are listed at the end.
Short answer: pick the channel that matches the problem. Consumer disputes go to the National Consumer Helpline (1915) and then the Consumer Commission via e-Daakhil. Local problems like street lights, water and garbage go to your municipal body. Problems with a state department go to your state's CM helpline, and problems with a central ministry go to CPGRAMS. If you need official information to back up your complaint, file an RTI.
1. Consumer complaint online
For a faulty product, a service that was not delivered, a refund that never came, or unfair charges:
- Call the National Consumer Helpline on 1915 or register a grievance on the consumer helpline portal. The helpline tries to settle the complaint with the company first.
- If that fails, file a case on e-Daakhil (edaakhil.nic.in), the online filing portal for Consumer Commissions.
- Choose the right commission by claim value: District Commission up to ₹50 lakh, State Commission from ₹50 lakh to ₹2 crore, National Commission above ₹2 crore.
Keep invoices, screenshots, emails and chat logs. A complaint with dates and documents moves much faster.
2. Street light, water supply, garbage and pothole complaints
These are handled by your municipal corporation, municipality or panchayat, not the state or central government.
- Use your city's helpline or app. Most municipal corporations have a toll-free number and an online grievance form on their website.
- For garbage and sanitation, the Swachhata app from the Ministry of Housing and Urban Affairs sends complaints to your urban local body.
- Write down the exact location — the nearest landmark, pole number for street lights, or connection number for water — and add a photo.
- Save the complaint number. If nothing happens, escalate to your ward councillor or zonal office, then your state's CM helpline.
3. CM helpline complaint
Most states run a Chief Minister's grievance helpline for problems with state departments: police, electricity boards, land records, pensions, ration cards and more. Examples:
- Uttar Pradesh: 1076 (Jansunwai / IGRS)
- Madhya Pradesh: CM Helpline 181
- Rajasthan: Rajasthan Sampark, 181
- Uttarakhand: CM Helpline 1905
Check your own state government's website for its number. Note your complaint ID and follow up if the deadline passes.
4. CPGRAMS: complaints against central government departments
CPGRAMS (pgportal.gov.in) is the central government's public grievance portal. Use it for problems with central ministries and their offices — for example, passports, central government pensions, post offices, railways or income tax.
- Register on pgportal.gov.in with your mobile number.
- Choose the ministry or department and describe the problem clearly, with dates and reference numbers.
- Upload supporting documents and submit. You get a registration number to track progress.
- If you are not satisfied with the response, you can file an appeal on the portal.
5. RTI: get the information behind your complaint
The Right to Information Act, 2005 lets any Indian citizen ask a public authority for information — for example, why a road has not been repaired, or how a sanctioned fund was spent.
- Fee: ₹10 for central government public authorities (states set their own; people below the poverty line are exempt).
- Online: for central ministries and departments, file at rtionline.gov.in.
- Deadline: the Public Information Officer must reply within 30 days, or 48 hours if the matter concerns someone's life or liberty.
- Appeals: if you get no reply or an unsatisfactory one, file a first appeal within 30 days, then a second appeal to the Information Commission within 90 days.
RTI application format
To,
The Public Information Officer,
[Name of department and office address]
Subject: Application under Section 6(1) of the Right to Information Act, 2005
1. Full name of applicant: [Your name]
2. Address: [Your full postal address]
3. Information required: [List each question clearly and number them. Ask for documents, file notings, dates and amounts — not opinions.]
4. Period to which the information relates: [Dates]
5. Fee: I have paid the RTI fee of ₹10 by [IPO / DD / court fee stamp / online], number [ ], dated [ ]. (Or: I am a BPL card holder; copy attached.)
6. I state that I am a citizen of India.
Place: [ ]
Date: [ ]
Signature: [ ]
6. Make it public
Official channels work better when people are watching. Once you have filed your complaint, post it on the issues board with the complaint number, so neighbours facing the same problem can upvote it and add their own.