Melukavu
Grama Panchayat

Grievance Redressal System in Kerala

The Grievance Redressal System is the primary mechanism used in Kerala to submit complaints regarding various government departments and to track their status. The appropriate authority for submitting an application depends on the nature of the complaint.

Key Systems

• Taluk / Village Level Grievance Redressal: Complaints can be directly submitted to officers such as the Village Officer or Tehsildar.
• Departmental Level Grievance Redressal: Every government department has a system in place to submit complaints to the concerned officials.
• District Collectorate: Complaints related to district administration can be submitted to the District Collector.
• Kerala State Human Rights Commission: Complaints regarding human rights violations can be submitted here.
• CMO Grievance Redressal System: The public can submit complaints directly to the Chief Minister's Office. Issues related to government services can be submitted online and tracked.
• Kerala Lokayukta: An independent authority for filing complaints regarding corruption and abuse of power by public servants.

In Brief:

The standard procedure is to submit the complaint to the relevant department/office first. If unresolved, it can be escalated to higher officials or appropriate bodies like the District Administration, CMO Grievance Redressal Cell, Lokayukta, or Human Rights Commission.

Grievance Redressal Systems in Grama Panchayats
The following key mechanisms are available for the public to submit and resolve grievances in Grama Panchayats in Kerala:

• Panchayat President: Complaints can be submitted to the Grama Panchayat President directly or by post.

Digital / Online Grievance Redressal Systems

• KSMART Portal: Used to submit complaints and access Panchayat services online, as well as track their status (https://ksmart.lsgkerala.gov.in/ui/home/citizen/login).
• Chief Minister's Mass Contact Programme / Portal (CMDRF Portal / CMO Portal): Unresolved local-level issues can be submitted through the Chief Minister's Grievance Redressal Cell.
• Grievance Redressal Portal (Spandanam / LSGD Portal): Online complaints can be lodged via official Local Self Government Department portals.

Local Self Government Ombudsman (LGD Ombudsman)

Complaints regarding corruption, maladministration, or abuse of power by elected representatives and officials of local bodies can be submitted to the Ombudsman via lgdombudsman.kerala.gov.in.

Citizen's Charter

Specific time limits are defined for each service. If a service is not provided within the stipulated time, an appeal can be filed with higher authorities in the Local Self Government Department.

Adalats

Long-pending complaints can be resolved on the spot through 'Local Adalats' conducted under the leadership of the Local Self Government Department Minister or district-level officials.