Complaints and Grievance

The system follows a automated workflow to ensure your issue reaches the right department without manual intervention:

How It Works

Get your complaint resolved in 6 simple steps

Registration

Filing the Complaint

Select your Municipality (ULB), Ward, and the specific Category of the complaint (e.g., Water, Drainage, Streetlight).

Detail Submission

Provide the exact location and a brief description. You can also upload a photo of the issue (e.g., a broken pipe or uncollected garbage) for better clarity.

Acknowledgment

Once submitted, a unique Service Request Number (SRN) or Complaint ID is generated and sent to your registered mobile number via SMS.

Resolution & Tracking

The complaint is automatically routed to the concerned department head and field staff. You can track the live status using your ID on the dashboard.

Closure & Feedback

Once the field staff marks the issue as resolved, you receive a notification. You can then provide feedback or reopen the complaint if the resolution is unsatisfactory.

Documents Required

Filing a grievance is a low-barrier service and typically does not require formal legal documents. However, for a valid submission, you need:

Registered Mobile Number

For OTP verification and status updates

Location Details

Specific Ward number
Area name
Landmark

Supporting Evidence (Optional but Recommended)

Geo-tagged photographs of the grievance site to help field staff locate the problem quickly

Property ID

Only required if the grievance is specifically related to your property tax or personal water connection

Processing Timeline

Service Type	Est. Duration
Emergency Services (Drainage Choke-up, No Water Supply)	24 to 48 Hours
Maintenance Issues (Streetlight repair, Road potholes)	3 to 7 Days Working Days.
General Sanitation (Garbage collection, Dead animal removal)	24 Hours
Escalation	Automatic

Frequently Asked Questions

You can report issues related to Water Supply, Drainage/Sewerage, Streetlights, Solid Waste (Garbage), Road Repairs, Encroachment, and Health/Sanitation.

Yes, most Municipal Corporations in Gujarat have a 24x7 Call Center (Toll-Free 155304) that integrates directly with the e-Nagar portal.

No, registering a complaint on the e-Nagar portal is a free service for all citizens.

You will receive an SMS notification once the status is updated to "Closed." You can also check the "Track Status" link on the portal using your SRN.

SWAGAT is the State-wide Attention on Grievances by Application of Technology. If a grievance remains unresolved at the local level for a long time, it can be escalated to this high-level redressal program.