Grievance Redressal Mechanisms
Public Grievance Redressal Services
Transparent and swift grievance redressal mechanisms unified on a single platform
K-SMART Online Portal
This system unifies online services provided by Local Self Government Institutions. Citizens have the facility to submit complaints and grievances directly through this online platform.
Chief Minister's Public Grievance Redressal System
The Kerala Chief Minister's Office (CMO) portal is a public grievance redressal mechanism. It offers options to submit complaints online, track their status, and identify charge officers. Additionally, dashboards for state services and Relief Fund reports are available.
Minister for LSGD & Excise Complaint Redressal System
Complaints can be directly submitted to the Minister via an online portal connecting various office tiers of the Local Self Government and Excise departments. Petitioners receive real-time updates regarding every action taken on their complaint via SMS.
Public Grievance Cell (LSGD)
Complaints can be submitted through the Public Grievance Cell under the Local Self Government Department. Dedicated WhatsApp numbers are provided to quickly report service delays, corruption, and waste management issues:
Ombudsman for Local Self Government Institutions
The Ombudsman investigates complaints lawfully regarding corruption, maladministration, or irregularities arising during the performance of administrative duties by elected members (including Presidents) and officials directly or indirectly deputed or transferred to Local Self Government Institutions, taking necessary actions.
Any individual can submit a complaint directly or via registered/ordinary post to the Ombudsman Secretary without the help of an intermediary. The complaint written on plain paper must be accompanied by a duly filled Form 'A' (affixed with a Rs. 10 Court Fee Stamp) and copies of the complaint (Number of opposite parties + 2).
Thiruvananthapuram Office, and District Headquarters in Ernakulam, Thrissur, Palakkad, Kozhikode, and Kannur. No other fees are charged. Concerned individuals can appear directly without legal representation.
Tribunal for Local Self Government Institutions
The Tribunal appointed for Local Self Government Institutions considers appeals and revisions against decisions of Local Self Government Institutions and passes orders. A judicial officer of the rank of District Judge is appointed as the Tribunal.
- Must be submitted in Form 'C' within 30 days from the date of decision (a delay up to 1 month may be condoned with permission).
- In cases where no decision has been taken, petitions can be submitted after 60 days, within 90 days.
- A fee of Rs. 50 must be paid (at the office or via DD payable at Thiruvananthapuram).
- A Legal Benefit Fund Stamp worth Rs. 100 must be affixed to the petition.
Vigilance Wing (LSGD Vigilance)
The LSGD Vigilance Wing, functioning adjacent to the Secretariat, investigates public grievances and allegations concerning illegal/unauthorized building constructions and irregularities in related files across the state, taking stringent actions.
Public Help Portal (Permanent Adalat)
As part of the State Government's 100-Day Action Programme, Permanent Adalat Committees have been established at sub-district, district, and state levels to resolve issues when public services provided by LSGIs are delayed beyond government-stipulated timeframes or encounter hurdles in completion.
In the primary phase, Permanent Adalat Committees consider grievances regarding Building Permits, Building Numbers, and Licenses. The Permanent Adalat Portal enables applicants who face delays/obstructions after submitting applications to LSGIs to lodge complaints and track follow-up actions.
