Understand how to register, file, track, and escalate a grievance with the Maharashtra government through the Aaple Sarkar Grievance Redressal portal, including the two different escalation routes depending on what kind of complaint you’ve filed.
What is Aaple Sarkar Grievance Redressal?
Aaple Sarkar Grievance Redressal is the Government of Maharashtra’s one-stop online platform for citizens to submit and track complaints against state government departments and offices. It’s a separate, dedicated system from the broader Aaple Sarkar services portal (which handles certificates, licenses, and 400+ other services). Once a grievance is submitted, a tracking number (token number) is generated, and the competent authority is expected to address it within 21 working days.
How to File a Grievance Online
- Go to the citizen registration page and register with your mobile number, or log in directly if you already have an account.
- Select whether your grievance is at District Level or Mantralaya Level (see the section below for which one applies to you).
- Choose the relevant department and category, and describe your grievance in detail.
- Submit to receive a tracking/token number, keep this to check status or escalate later.
District Level vs. Mantralaya Level
The portal asks you to choose a level when filing, and picking the right one matters for how your grievance gets routed:
- District Level: for grievances about the working of village, taluka, or district-level government offices.
- Mantralaya Level: for grievances related to state policy matters, handled at the state secretariat (Mantralaya) in Mumbai.
How to Track Your Grievance Status
- Go to the official grievance tracking page.
- Enter your tracking/token number generated at the time of filing.
- View the current status. Once resolved, you’ll be asked to rate it “Satisfied” or “Dissatisfied.”
Escalation: If You’re Not Satisfied
Maharashtra’s system has two distinct escalation paths depending on what happened with your grievance, it’s worth knowing which one applies before you escalate:
- Marked “Dissatisfied” after resolution: the grievance can be escalated to a higher authority directly through the portal.
- No resolution after 21 working days: as per the Government Resolution dated 24 August 2016, you can contact the concerned Nodal Officer directly (contact details are listed on the portal).
- Still unresolved, and your issue is a notified service under the Maharashtra Right to Public Services Act, 2015: you can file a formal Third Appeal with the RTS Commission, Government of Maharashtra, through Aaple Sarkar. This is a distinct legal appeal route, separate from the general grievance escalation above.
The 21-working-day timeline and Nodal Officer escalation process are set out in the Government Resolutions dated 24 August 2016 and 24 May 2018.
CM Helpline: 1800-120-8040
This toll-free number (available 8 AM to 8 PM) handles two separate things: general information about state government services and schemes, and technical support if you’re having trouble filing or navigating the grievance portal itself. It is not a replacement for filing a grievance online, think of it as an information and technical-support line rather than a complaint-filing hotline.
Frequently Asked Questions
How long does Aaple Sarkar take to resolve a grievance?
The competent authority is expected to address a grievance within 21 working days of submission.
What happens if I’m not satisfied with the resolution?
You can mark the resolution as “Dissatisfied” on the portal, which allows the grievance to be escalated to a higher authority.
What if my grievance isn’t resolved at all after 21 days?
As per the Government Resolution dated 24 August 2016, you can directly contact the concerned Nodal Officer, whose contact details are listed on the portal.
Should I select District Level or Mantralaya Level when filing?
Choose District Level for issues with village, taluka, or district offices. Choose Mantralaya Level for grievances about state policy, handled at the state secretariat in Mumbai.
Is 1800-120-8040 the number to file a complaint?
Not directly. It’s a toll-free helpline for general information about government services and for technical support with the portal, complaints themselves are filed through the online Aaple Sarkar Grievance Redressal portal.
