PGR User Manual
An illustrative guide to using the PGR module
The Public Grievance Redressal or the PGR is a standardized solution offering on the DIGIT platform to register and redress citizen grievances. It provides a transparent and trackable mechanism to solve public grievances by inducing responsive administration. PGR enables the citizens to file complaints using various channels and helps the municipal employees to resolve them timely.
Key Features
Citizens can lodge complaints, track, reopen and rate complaints through the web portal or the mobile application.
ULB employees too can use the web or mobile interface to comment, forward, assign, verify, share, and resolve citizen complaints.
User Roles
Refer to the table below to understand the different user roles and the scope of action linked to each role. The manual provides a detailed description of how to use the system for each role.
User Role
Scope of Action
Role Description
Citizens
File Complaints
Track Complaints
Rate Complaints
Reopen Complaints
Individuals and society groups/communities
Customer Service Representatives (CSR)
File Complaints
Track Complaints
Reopen Complaints
Counter employees who assist citizens and register complaints on their behalf
Grievance Routing Officer (GRO)
Assign Complaints to FME
Rejects Complaints
ULB officers who assign complaints to concerned employees
First Mile Employee (FME)
Resolve Complaints
Share Complaints - Whatsapp/SMS
Request Re-assign
Employees who work on assigned complaints
Using PGR
This section guides you through the details of using the PGR module for each role. Click on the relevant role below to learn more about how to use the PGR system.
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