Online Grievance Redressal

Procedure to be followed by the business / citizen for Grievance Redressal

A. Submission of Grievances:

Step 1:

Grievances can be submitted through online portal of OBPAS https://obpsudma.wb.gov.in.

Step 2:

On the Home page click on “GRIEVANCE REDRESSAL” link available on Top menu bar.

Step 3:

After click on “GRIEVANCE REDRESSAL” link, applicant can register himself / herself by filling up the ‘Applicant Registration Form’ and click on the submit button.

Step 4:

After registration process is completed, the applicant can login in the portal through ‘Applicant Login’ link.

Step 5:

Choose ‘Raise Grievance’ Option.

Step 6:

Select ‘Grievance Type’ from the dropdown menu & write ‘details’ in the comment box.

Step 7:

Select category, either ‘Business’ or ‘Citizen’.

Step 8:

Select the ‘ULB Name’ from the dropdown menu.

Step 9:

If any supporting document needs to be uploaded, applicant may upload the same in p.d.f. / JPEG format by clicking the ‘Upload Document’ tab.

Step 10:

Now, applicant may review, edit, save the above grievance as draft for submitting later on, or applicant may finally submit the grievance post review;

B. Acknowledgment of Grievances:

Upon successful submission, an acknowledgment number will be generated. Applicant can track the status of the grievances raised at any stage with the acknowledgement number so generated upon submission of grievances.

C. Tracking of status of Grievance Redressal:

The applicant shall be able to track Status of Grievance Redressal in the system through acknowledgment number. The status shall be automatically intimated to the applicant through SMS/Email.

D. Resolution of Grievances and reverting back to the Business / Citizen:

The designated officer will resolve the grievance within 7 working days from the date of submission. Engineer shall be the designated officer (Level 1 – Officer)

Escalation Matrix, Timelines and procedure for reverting back to businesses/ citizens with resolution of grievances.

A. Grievance Redressal by the designated officer:

i) Level 1 – Designated Officer: Engineer, ULBs
Timeline: 7(Seven) working days
Action: Examine and resolve the grievance and send resolution report to the applicant through online system. If not resolved within 7 days, it will automatically get escalated to the Level 2 Officer for resolving the grievances.

B. Auto escalation by the system if grievance is not resolved within 7 working days by the Designated officer:

i) Level 2 – Officer: Executive Officer, ULBs
Timeline: 2(Two) working days
Action: Examine the issue, when escalated, and forward the updated resolution report to Level 1 Officer with observations/comments for resolving the grievances. If not forwarded within 2 days, it will get automatically escalated to the Level 3 Officer for resolving the grievances.

ii) Level 3 – officer: Mayor/Chairman/Chairperson, ULBs
Timeline: 2(Two) working days
Action: Examine the issue, when escalated, and forward the updated resolution report to Level 1 Officer with observations / comments for resolving the grievances.

iii) Level 1 – Officer(Designated Officer): Engineer, ULBs
Timeline: 3(Three) working days
Action: Act upon as per observations/comments of Level 2/ Level 3 Officer and send resolution report to the applicant through online system.