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A Nodal Office can register a grievance or complaint by login into Karvy CRA system (https://cra.karvy.com) using it User ID and I-PIN.
The CGMS provides a unified portal where grievances can be registered and the resolution thereof can be automatically tracked, entity wise. When a grievance is raised against an entity, the same is flagged in their account as "Pending". The concerned entity will login into the Karvy CRA interface and take up the grievance for resolution. After updating the resolution remarks, CGMS system will be updated and KCRA will send details of the resolution by email to the complainant. The status will be marked as closed in the CGMS system after providing the resolution of the grievance to the entity through email. After a grievance is closed, if the complainant is not satisfied with the resolution provided, they will have an option to reopen the issue.
Nodal Offices would mean POP/POP-SP - for "All Citizens" model.
An 15-digit token number is generated by the KCRA system and intimated to the complainant through email. Intimation of the grievance is also sent through email to the concerned party against whom the grievance is raised. The same is flagged in their system as "Pending" and will be resolved by them.
There are two levels of escalation. All grievances that are unresolved for more than the prescribed time will automatically be escalated to the next level.
Email intimation will be sent to the Complainant, along with the resolution details and the grievance status will be updated as "Resolved" in the KCRA website. The status can be checked at any time by the Nodal Office, using the "Token no." reference.
If the complainant Nodal Office/Intermediary is not satisfied with the resolution provided, he/she may re-open the grievance.
When a grievance is raised against an entity, it will be flagged as "Pending" in their account in the KCRA system. A complete list of pending grievance requests will be shown in. The entity will select each of the grievance requests from the list in the CGMS and can view the details of the grievance. When a resolution is provided by the entity, based on the nature of the problem, the same is updated in the CGMS against that grievance and the status is updated as 'Closed". An email intimation is sent to the complainant along with the resolution details.
Trustee Bank, PFM, ASP can raise their grievances in a free text format by mentioning the nature and details of grievances through the web based interface. There will be no classification of the type of grievances. Any grievance received from these entities will be directly escalated to a higher level. An 15-digit token number is generated by the KCRA system and intimated to the complainant through email. The same is flagged in their system as "Pending" and will be resolved by them.
सर्व नागरिक
कॉर्पोरेट
सरकारी वर्ग
अटल पेंशन योजना
अभिदाता
All Citizens
Corporates
Government Sector
Atal Pension Yojana
Subscribers