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How it works

CGRC captures grievances from the citizen through comprehensive tele-functionalities (both manual and System). System works 24 X 7 (12 hours X 6 days - manned, remaining hours - through IVRS) service platform, offering bi-lingual option and integrating channels (voice, email, fax, and letter).

We must provide latest state of the art call centre solution based on IP Multimedia platform for seamless handling of mentioned Medias of contact namely Voice, E-mail, FAX and letter with unified administration and reporting and must have the integrated components in a single platform.

The processes through which complaints can be lodged at CGRC Helpline for various departments are:-
Citizens Calls to Call centre
CCE translates the grievance of the citizen to a particular complaint type configured by the system
With respect to the complaint type the Receiving Authority receives an instant SMS about the complaint after the complaint registration (Ticket Number from of GP on Complaint Type ) and also receives a fax
If solved within the stipulated time period, the status of the grievance is updated either through CGRC or call centre executive.
If not solved, it is escalated to 1st Escalation Authority through system generated fax and email.
If solved within the stipulated time period, status is updated either through CGRC or call centre executive.
If not solved, it is escalated to the 2nd Escalation Authority through system generated fax and email.
If solved within stipulated time period, status is updated either through CGRC or call centre executive.
If not solved within the time period, it is escalated to the 3rd Escalation Authority through system generated fax and email.
When solved, the status is updated either through CGRC or call centre executive.
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