PGRS is a universal grievance redressal helpline that allows citizens to directly call and raise their problems with the Chief Minister’s office. It is a boosted version of PGRS that aims to proactively reach out to citizens, gather their grievances in a focused manner and address them in a mission mode.
Erstwhile PGRS is now relaunched as “PGRS” with a further boost to the mechanism and it covers all the platforms
| Re-vamping PGRS platforms | |
| 1 | PGRS Call-centre → PGRS call-center |
| 2 | PGRS Website → PGRS website |
| 3 | PGRS Monday → PGRS at Collectorate(Monday) |
| 4 | PGRS GSWS Desk → PGRS GSWS Desk |
| 5 | PGRS App → PGRS App |
A grievance is a formal complaint on any issue regarding denying of delivery of services by the government. Through this universal grievance redressal helpline citizens can
Citizens who belong to Andhra Pradesh can raise a grievance with a valid Aadhar Number. For Emergency Issues, citizens can call 104 directly with their Mobile Number. To register a grievance
On successful registration of a grievance, the citizen will receive an SMS text message with a unique grievance ID called Grievance No. You can check the status of a grievance using the tracking link shared with you by SMS message at the time of grievance registration by
Ans: A grievance redressal officer is assigned by the department to redress the grievances. The redressal officer will assign a particular enquiry officer to enquiry the grievance, the officer needs to give enquiry report, and based on the enquiry report, the Grievance redressal officer needs to give detailed endorsement to the petitioner.
When a grievance is redressed by the grievance redressal officer in PGRS portal, citizen will receive an update in the form of SMS.
After the redressal of the grievance, You can re-open the grievance twice, when you are not satisfied with the previous redressal of the grievance. When a grievance is re-opened at the first time, it will be assigned to a District Level Officer. If you are not happy with the grievance redressed at District Level, then you can re-open it a second time and then it will be escalated to the HoD level. You can Re-Open grievance
For every Grievance category, SLA Period (Service Level Agreement) may vary. Based on the department's subjects and Sub-subject, SLAs are allotted. It may minimum of 24 hours to a Maximum of 90 days. Emergency Issues will be taken immediately for redressal.
Yes, within 24 Hours of Grievance Redressal feedback is taken from citizen, whether Satisfied or Dissatisfied on Grievance Redressal. All the dissatisfied Grievances are pushed to Audit Officer
For Every district Audit Officer is assigned by District Collector, Audit officer will validate all the dissatisfied Grievances, and if there is any necessity to Reopen, Audit officer can escalate Grievance to next Level.
No, PGRS is meant only for raising grievances. No new applications or service requests are accepted on PGRS. Through this universal grievance redressal helpline citizens can
