GOVERNMENT OF GUJARAT
URBAN DEVELOPMENT & HOUSING DEPARTMENT
Complaints and Grievance
The system follows a automated workflow to ensure your issue reaches the right department without manual intervention:
How It Works
Get your complaint resolved in 6 simple steps
Registration
Log in to the e-Nagar portal or mobile app. Navigate to "Online Services" > "Complaints & Grievance".
Filing the Complaint
Select your Municipality (ULB), Ward, and the specific Category of the complaint (e.g., Water, Drainage, Streetlight).
Detail Submission
Provide the exact location and a brief description. You can also upload a photo of the issue (e.g., a broken pipe or uncollected garbage) for better clarity.
Acknowledgment
Once submitted, a unique Service Request Number (SRN) or Complaint ID is generated and sent to your registered mobile number via SMS.
Resolution & Tracking
The complaint is automatically routed to the concerned department head and field staff. You can track the live status using your ID on the dashboard.
Closure & Feedback
Once the field staff marks the issue as resolved, you receive a notification. You can then provide feedback or reopen the complaint if the resolution is unsatisfactory.
Documents Required
Filing a grievance is a low-barrier service and typically does not require formal legal documents. However, for a valid submission, you need:
span Registered Mobile Number
- For OTP verification and status updates
span Location Details
- Specific Ward number
- Area name
- Landmark
span Supporting Evidence (Optional but Recommended)
- Geo-tagged photographs of the grievance site to help field staff locate the problem quickly
span Property ID
- Only required if the grievance is specifically related to your property tax or personal water connection
Processing Timeline
| Service Type | Est. Duration |
|---|---|
| Emergency Services (Drainage Choke-up, No Water Supply) | 24 to 48 Hours |
| Maintenance Issues (Streetlight repair, Road potholes) | 3 to 7 Days Working Days. |
| General Sanitation (Garbage collection, Dead animal removal) | 24 Hours |
| Escalation | Automatic |
Frequently Asked Questions
You can report issues related to Water Supply, Drainage/Sewerage, Streetlights, Solid Waste (Garbage), Road Repairs, Encroachment, and Health/Sanitation.
Yes, most Municipal Corporations in Gujarat have a 24x7 Call Center (Toll-Free 155304) that integrates directly with the e-Nagar portal.
No, registering a complaint on the e-Nagar portal is a free service for all citizens.
You will receive an SMS notification once the status is updated to "Closed." You can also check the "Track Status" link on the portal using your SRN.
SWAGAT is the State-wide Attention on Grievances by Application of Technology. If a grievance remains unresolved at the local level for a long time, it can be escalated to this high-level redressal program.