KERA Grievance Redressal Mechanism (GRM)Call Centre Portal
What I can do & what I get
Toll-free 1800 425 8000 · Helpline Mon–Sat 8:00 AM – 8:00 PM
What I can do & what I get
Know the process
– who handles your complaint and by when.
Contact the Call Centre / submit online
– use phone or email channels listed below.
Register a new grievance
– Call helpline – agents will guide you
Get a GRN via SMS
– within minutes
Keep your GRN safe
– you need it to track status.
Track your grievance online
– using a unique number (GRN) sent to your mobile.
Contact the Call Centre / submit online
After a resolution
After a resolution is provided, you will receive an SMS confirmation.
Register a new grievance : Call helpline – agents will guide you. Get a GRN via SMS within minutes. Keep your GRN safe – you need it to track status. Track your grievance online using a unique number (GRN) sent to your mobile.
Process workflow
Please Alter according to the process workflow:
- 1
Grievance Submitted
- 2
Tier 1: RPMU
Max 5 working days - 3
(If unresolved)
Tier 2: PIU
Max +10 working days - 4
(If escalated further)
Tier 3: SPMU (Final)
Max +15 working days
For Productive Alliances and NawoDhan, there is no 2nd Tier: RPMU → SPMU
Please Note
Stay informed
about helpline timings, holidays, and public announcements.
Helpline hours
Monday to Saturday, 8:00 AM – 8:00 PM (except public holidays).
Calls received after hours
will receive a callback on the next working day.
System maintenance
Notified here 48 hours in advance.
Public holidays affecting SLAs
List available from [link / page].
Use simple language
when explaining your problem.
For urgent / sensitive issues
(harassment, safety, corruption) – you can ask to remain anonymous.
Confidentiality & Safety
Your personal details are never shared unnecessarily.
Gender Based Violence (GBV) / Sexual Exploitation and Abuse (SEA) / Sexual Harassment (SH) complaints are handled by a specially trained officer with complete confidentiality.
Caution!
Complaints under the purview of Sexual Harassment of Women at Workplace (Prevention, Prohibition, and Redressal) Act, 2013 has to be directly submitted as per the provisions of the ACT. Such complaints are not to be disclosed with the Call centre agent.
What each role can do
Responsibilities for Call Centre Executives, RPMU Officers, PIU Officers, and SPMU Officers.
As a Call centre Executive
- Register the customer
- Provide GRN
- Resolve the Query
- If unresolved, route to officers concerned
As a RPMU Officer
- Investigate & resolve within 5 working days.
- If not resolved, escalate to Tier 2
- For Productive Alliances and NawoDhan, there is no 2nd Tier: RPMU → SPMU
As a PIU Officer
- Resolve grievance escalated from Tier 1 in 10 working days
- If not resolved, escalate to Tier 3
- For Productive Alliances and NawoDhan, there is no 2nd Tier: RPMU → SPMU
As the SPMU Officer
- Final binding decision
- Resolve grievance escalated from Tier 2 in 15 working days.
- For Productive Alliances and NawoDhan, there is no 2nd Tier: RPMU → SPMU
Ready to use the GRM Call Centre Portal?
Sign in to access the dashboard for grievance handling, escalation, and reporting.