Alakode
Grama Panchayat

GRIEVANCE REDRESSAL SYSTEMS

Panchayat-Level Grievance Redressal Committee

The Panchayat-Level Grievance Redressal Committee is a committee constituted to receive, examine, and resolve complaints raised by the people of the Grama Panchayat regarding administrative matters or services. Its main objective is to ensure that the public receives justice quickly and transparently. Complaints may be submitted either online or directly.

Composition of the Committee

Panchayat President – Chairperson

Members:

• Vice President
• Standing Committee Chairpersons
• Panchayat Secretary
• Concerned Officials
• An Executive Officer capable of providing expert advice related to the subject matter of the complaint
• The elected member of the ward concerned with the complaint

Ombudsman

The Ombudsman is a quasi-judicial institution constituted at the State level to hear and resolve complaints relating to corruption, maladministration, and irregularities involving Local Self-Government Institutions, their elected representatives, and officials. A person who has retired as a High Court Judge is appointed as the Ombudsman by the Governor. The procedures are different from and simpler than those followed by other courts. The Ombudsman is a cost-effective mechanism for the public to seek redressal of complaints.

Main Powers and Duties of the Ombudsman

Powers

• Examine allegations and pass orders.
• Pass interim orders restraining Local Self-Government Institutions from taking specified actions.
• Impose compensation and fines.
• Exercise the powers vested in a Civil Court under the Code of Civil Procedure, 1908, for the trial of a case.
• Require the services of any Government official, including police officers.

Duties

• Provide remedies for public complaints.
• Ensure clean and proper administration of Local Self-Government Institutions.
• Conduct a detailed investigation into complaints contained in a petition, referred by the Government, or otherwise brought to the knowledge of the Ombudsman.

Matters Not Covered by the Ombudsman

• Matters for which the Government has formally and publicly ordered an investigation.
• Matters for which a remedy has to be sought from the Tribunal for Local Self-Government Institutions.
• Matters pending before a court under the Commission of Inquiry Act, 1952.
• Complaints submitted after three years from the date on which the alleged incident occurred. However, the complaint may be accepted if there is sufficient reason for the delay in submitting it.

Tribunal

The Tribunal is a judicial mechanism for filing appeals/revision petitions against the decisions of Local Self-Government Institutions. The Tribunal is headed by a judicial officer holding the rank of a District Judge. The Government appoints the Tribunal in consultation with the Chief Justice of the High Court. The Tribunal has the power to examine disputes between Local Self-Government Institutions and between such institutions and the Government, and to give its opinion to the Government.

Powers

• Exercise the powers vested in a Civil Court under the Code of Civil Procedure, 1908, while trying a case.
• Any proceeding before the Tribunal shall be deemed to be a judicial proceeding under the Indian Penal Code.
• Issue an interim order staying proceedings on the application of the petitioner.
• Issue necessary directions to Local Self-Government Institutions.

Matters to be Noted While Filing a Petition Before the Tribunal

A certified copy of the petition and each related document, along with a bank draft of ₹50 in favour of the Tribunal, should be submitted. Additional copies equal to the number of respondents should also be submitted.

An appeal should generally be submitted within 30 days. However, if there is sufficient reason, an appeal/revision may be submitted up to one month after the expiry of this period.

Where an appeal has been filed before a Local Self-Government Institution and has not been disposed of within 60 days, a revision/appeal may be submitted before the Tribunal within 90 days. However, if there are sufficient reasons, an appeal/revision may also be submitted within one month after the expiry of this time limit.

Other Grievance Redressal Systems

Chief Minister's Grievance Redressal Cell

An IT-based public grievance redressal cell operates under the Office of the Chief Minister of Kerala. Complaints related to various offices of the State Government and Local Governments are received and appropriate action is taken through this cell. Complaints can be submitted through the toll-free number 1076 or through the portal cmo.kerala.gov.in.

C.M. With Me

C.M. With Me is a programme for direct interaction between the people and the Government. Members of the public who have complaints can call the toll-free number. Officials hear the complaint and, after responding to the caller, forward it to the department concerned.

To ensure active participation of the people in governance and to strengthen communication between the Government and the people, a comprehensive Citizen Connect Centre has been started under the name “Chief Minister with Me” or “C.M. With Me.” The objective of this centre is not only to receive complaints but also to incorporate the opinions of the people.

Toll-Free Number: 1800-425-6789

• WhatsApp number for reporting information regarding delay in services and corruption: 8078066060
• Single WhatsApp number for submitting complaints related to Waste-Free New Kerala: 9446700800
• Public Grievance Redressal (K-SMART) → Grievances and Complaints:
  https://ksmart.lsgkerala.gov.in/ui/web-portal/services/service-details
• Chief Minister's Public Grievance Redressal Cell: If justice is not received from the Panchayat, a complaint can be submitted directly to the Chief Minister through the CMO Portal or by calling the toll-free number 1076. The complaint will subsequently be routed to the Panchayat for urgent action.

Details of State Helpline Numbers

Emergency Phone Numbers

Additional Contact Details

Anti-Ragging: 1800-180-5522 (Toll-Free)
Website: https://www.antiragging.in/
Email: helpline@antiragging.in

State Health Agency: 0471-4063121, 1056
Website: https://sha.kerala.gov.in/ml/shaml/
Email: statehealthagencykerala@gmail.com

Chief Minister's Grievance Redressal Cell: 1076 (Toll-Free)
Website: https://cmo.kerala.gov.in/help.php

State GST Department: 0471-2785223, 2785245, 2785257
Email: cstprcell.sgst@kerala.gov.in
Website: https://keralataxes.gov.in/state-gst-headquarters/

Food Safety Department: 1800-425-1125 (Toll-Free)
Phone: 0471-2322833, 2322844, 2322855
Email: foodsafetykerala@gmail.com
Website: https://foodsafety.kerala.gov.in/contact-us/

Directorate of Sainik Welfare: 0471-2304980
Email: dswkerala@gmail.com
Website: https://sainikwelfare.kerala.gov.in/

Vigilance & Anti-Corruption Bureau: 1064 (Toll-Free)
WhatsApp: 94477 89100
Phone: 0471-2305393, 2305033
Email: vig.vacb@kerala.gov.in
Website: https://vigilance.kerala.gov.in/page/contactkphcc

Tourist Information: +91-471-2321132
WhatsApp: +91-7510512345
Email: info@keralatourism.org
Website: https://www.keralatourism.org/

NORKA Roots Call Centre:
Toll-Free – India: 1800-425-3939
From abroad: +91-8802-012345
Email: mail.norka@kerala.gov.in
Website: https://norkaroots.org/

Kerala State Electricity Board Limited (KSEB):
Emergency/Accidents: 9496010101
Landline: 0471-2555544
WhatsApp: 9496001912
Toll-Free – Outside Kerala: 0471-2555544
Toll-Free – Inside Kerala: 1912

Motor Vehicles Department:
Citizen Call Centre (BSNL): 155300
Phone: 0471-2335523, 2115054
Transport Commissionerate: 0471-2333317
Email: tcoffice.mvd@kerala.gov.in
RTO/JRTO Directory: https://mvd.kerala.gov.in/directory

Kerala Police:
ADGP Police Headquarters: 0471-2314440
ADGP Law and Order: 0471-2322032
Website: https://keralapolice.gov.in/

Kerala Public Service Commission:
Public Enquiry: 0471-2546400, 2546401, 2447201, 2444428, 2444438
Public Relations Officer: 0471-2546368, 9446412483
Enquiry: 0471-2546346, 2546345, 2546517
Website: https://www.keralapsc.gov.in/index.php/contact-us

KSRTC:
Phone: 1800-599-4011, 9447071021, 0471-2463799
Online Reservation: rsnksrtc@kerala.gov.in
General Enquiry: occ.ksrtc@kerala.gov.in
New Route Suggestions & Feasibility: raf.ksrtc@kerala.gov.in
Long Distance Schedules: ld.ksrtc@kerala.gov.in
Breakdown & Accident: bda.ksrtc@kerala.gov.in
Website: https://www.keralartc.com/

Kerala Forest and Wildlife Department:
Toll-Free: 1800-425-4733
Website: https://forest.kerala.gov.in/

De-Addiction (Vimukthi):
Toll-Free: 14405
WhatsApp: 9061178000
Website: https://vimukthi.kerala.gov.in/

Kerala State Women's Development Corporation:
Phone: 0471-2454585
9496015015, 9496015016, 0471-2454570
Email: head@kswdc.org, info@kswdc.org
Website: https://kswdc.org/ml/

Office of the Commissioner for Entrance Examinations:
CEE Helpline: 0471-2525300
Citizen Call Centre: 0471-155300 (BSNL)
0471-2115054, 2115098, 2335523
Email: ceekinfo.cee@kerala.gov.in
Website: https://www.cee.kerala.gov.in/

Sabarimala – Online Booking:
Phone: 04735-202664
Website: https://sabarimala.kerala.gov.in/ml/contact

Thiruvananthapuram Medical College:
0471-2444270, 2528300
MCH Casualty: 0471-2528300
MCH New OP Block: 0471-2528469
MCH Information: 0471-2528225
OP Super Specialty Block: 0471-2528548
SAT Information: 0471-2528529
SAT Casualty: 0471-2528327
SAT OP: 0471-2528847

Kerala Disaster Management Control Room:
Phone: 0471-2331639

Kerala Water Authority:
Phone: 0471-2738300
Toll-Free: 1916
Email: 1916cckwa@gmail.com
Website: https://kwa.kerala.gov.in/ml/

PWD:
Toll-Free: 1800-425-7771
Website: https://www.pwd.kerala.gov.in/

Information Centre, Thiruvananthapuram:
0471-2518471