Kerala CM Helpline: Santhwanam Complaint Guide

Santhwanam (സാന്ത്വനം), meaning “Consolation” in Malayalam, is the official public grievance redressal system of the Government of Kerala. Citizens can use it to submit complaints, applications and grievances related to Kerala Government departments and public services. The official information portal is cmo.kerala.gov.in, while online complaints are submitted through complaints.cmo.kerala.gov.in. For assistance, you can also contact the toll-free helpline 1076, available from 10:15 AM to 5:15 PM on working days.

The system, officially known as the Chief Minister’s Public Grievance Redressal System, connects citizens with Kerala Government departments, public sector undertakings, universities, commissions and other government offices through a single online grievance platform. It is designed and developed by C-DIT (Centre for Development of Imaging Technology) and the “Straight Forward” public grievance mechanism is certified under ISO 9001:2015.

One of the key features of Santhwanam is that every complaint receives a unique Docket Number, which serves as the official reference for tracking your grievance and all future communication. The system also sends SMS and email updates at different stages of complaint processing. In addition, eligible applicants can book a phone or in-person appointment with the concerned Charge Officer through the official portal, wherever the facility is available.

If you want to learn about Chief Minister Helpline portals in other states, read our CM Helpline India guide. For complaints related to Kerala ration cards, see our Kerala Ration Card guide.

What Issues Can You Report Through Santhwanam?

You can use Santhwanam to submit grievances, requests and applications related to Kerala Government departments, public sector undertakings, universities, commissions and other government offices. Some of the most common issues include:

• Ration Card issues such as application delays, Aadhaar seeding problems, correction of card details and fair price shop (FPS) distribution issues.
• Land records, survey, registration and other Revenue Department services.
• Delay or non-receipt of state pension benefits, including old-age, widow and disability pensions.
• Electricity-related complaints concerning the Kerala State Electricity Board (KSEB).
• Drinking water supply and other services provided by the Kerala Water Authority.
• Government hospital services, availability of medicines and other public healthcare issues.
• Local self-government matters involving Grama Panchayats, Municipalities and Municipal Corporations.
• Complaints relating to Kerala Police and other state government departments.
• School education, scholarships and welfare scheme-related issues.
• Revenue matters such as mutation, land conversion and building permit-related issues.
• Delay, negligence or alleged misconduct by government officials.
• Delay or non-receipt of benefits under Kerala Government welfare schemes.

What Cannot Be Submitted Through Santhwanam?

According to the official Santhwanam FAQ, the following complaint registration methods are not available:

• Complaint Registration by Phone: The toll-free helpline 1076 is meant for status enquiries, guidance and grievance-related assistance. New complaints cannot be registered over the phone.
• Complaint Registration by Email: Santhwanam does not accept grievance registration through email. Use the official online portal, Akshaya Kendra, postal service or the Secretariat’s Straight Forward counter instead.

What to Keep Ready Before Filing a Complaint

Before you submit your grievance, keep the required information and supporting documents ready. This will help you complete the application smoothly and avoid delays.

• Mobile Number: Required for OTP verification and to receive SMS updates related to your grievance.
• Email ID: Used for account registration, email notifications and receiving official communication, wherever applicable.
• Personal Details: Your full name, complete address and district.
• Department Details: The name of the government department or office related to your grievance, if known.
• Previous Docket Number: If you are following up on an earlier complaint, keep the existing Docket Number handy.
• Supporting Documents: Keep relevant documents, photographs or other evidence ready for upload, if applicable.
• Grievance Description: Write a clear and concise explanation of the issue in Malayalam or English, including the problem, when it occurred and the relief you are seeking.

How to File a Complaint Online Through the Santhwanam Portal

You can submit your grievance online through the official Santhwanam portal from your mobile phone, tablet or computer. Before you begin, keep your mobile number, email ID and supporting documents ready.

Step 1: Open the Official Portal

Visit complaints.cmo.kerala.gov.in. If you are using the portal for the first time, click Register to create your account.

Step 2: Choose Your User Category

Select the category that best describes you and click Proceed.

• Keralite: Residents of Kerala.
• Non-Resident Keralite (NRI): Keralites living outside Kerala or abroad.
• Others: Citizens from other Indian states or foreign countries who need to submit a grievance related to the Government of Kerala.

Step 3: Complete Your Registration

Enter your name, address, mobile number and email ID. Verify your mobile number through OTP, then complete the registration process. Your email ID is used for official communication related to your grievance.

Step 4: Sign In to Your Account

After registration, return to the login page and sign in using your registered credentials. Once you log in, choose the option to File a New Complaint or Application.

Step 5: Fill in the Complaint Form

Complete the online form carefully by providing:

• The concerned government department or office.
• A clear description of your grievance in Malayalam or English. Explain what happened, when the issue started and the action you expect from the department.
• Supporting documents, photographs or other evidence, if available.

Step 6: Review the Details

Check all the information carefully before submitting your complaint. According to the official Santhwanam FAQ, you cannot edit the complaint after it has been submitted.

Step 7: Submit and Save Your Docket Number

Click Submit to complete the process. After successful submission, the system generates a unique Docket Number, which serves as the official reference for your grievance. Keep this number safely, as you will need it to track your complaint, book an appointment with the concerned officer or contact the helpline for assistance.

How to File a Complaint Through an Akshaya Kendra

If you are unable to submit the complaint online yourself, you can visit your nearest Akshaya Kendra. The operator will help you complete and submit the grievance through the official Santhwanam portal.

Carry the following documents and information with you:

• Your Aadhaar card or another valid identity document, if required.
• Your mobile number and email ID.
• Supporting documents related to your grievance.
• A brief written description of the issue.

After the complaint is submitted, a Docket Number will be generated. Keep it safely for future tracking and communication.

You can locate your nearest Akshaya Kendra at akshaya.kerala.gov.in.

Finding Your Charge Officer

Every complaint on Santhwanam is assigned to a Charge Officer — the designated officer responsible for investigating and resolving it. To find out who your Charge Officer is:

Step 1: Go to cmo.kerala.gov.in/search_cmo1_en.php or click “Find Charge Officer” on the homepage.

Step 2: Enter your Docket Number and mobile number. The name, designation, and contact details of the officer currently responsible for your complaint appear on screen.

Knowing your Charge Officer is useful before booking a phone or in-person appointment.

How to File a Complaint by Post

If you prefer to submit your grievance offline, you can send a written complaint by post to the following address:

Chief Minister of Kerala
Room No. 141, 4th Floor, North Block
Government Secretariat
Thiruvananthapuram – 695001

Your complaint should include:

• Your full name and complete postal address.
• Your mobile number and email ID (if available).
• A clear description of the grievance.
• Photocopies of relevant supporting documents.

Once your complaint is processed, it will be taken up through the official grievance redressal mechanism. Keep your mobile number and email address active so that you can receive updates, wherever applicable.

How to Submit a Complaint at the Secretariat

You can also visit the Straight Forward Counter at the Government Secretariat, Thiruvananthapuram, during official working hours to submit your grievance in person.

Carry the following with you:

• Your Aadhaar Card or another valid identity document, if required.
• Your mobile number and email ID.
• Supporting documents related to your grievance.

The counter staff will help you register your grievance through the Santhwanam system. After successful registration, you will receive a Docket Number, which should be kept safely for future reference.

How to Track Your Complaint Status

Santhwanam allows you to check the latest status of your grievance online at any time using your Docket Number.

Step 1: Open the Status Page

Visit cmo.kerala.gov.in/search_cmo2_en.php or open the official CMO Kerala portal and click Know Status.

Step 2: Enter Your Details

Enter your Docket Number and the registered mobile number in the respective fields.

Step 3: View the Latest Status

Click Search to view the latest status and the actions taken on your grievance.

You can also sign in to the Santhwanam complaint portal to view your complaint history and available status updates from your account.

Tip: Keep your Docket Number safe. You will need it whenever you track your grievance, book an appointment with the concerned officer or contact the helpline 1076 for assistance.

How to Book an Appointment with the Charge Officer

Santhwanam allows eligible applicants to request an appointment with the Charge Officer handling their grievance. Depending on the available option, you can request either a telephone discussion or an in-person meeting through the official appointment portal.

The appointment services are available at app.cmo.kerala.gov.in/cmocmdrf/bookappoint.do.

Book a Phone Appointment

Step 1: Open the Phone Appointment page.

Step 2: Enter your Docket Number and registered mobile number, then complete OTP verification.

Step 3: Select an available appointment date and one of the available time slots.

• 3:00 PM – 3:30 PM
• 3:30 PM – 4:00 PM

Step 4: Confirm your appointment request. On the scheduled date and time, the concerned Charge Officer may contact you or interact with you as per the appointment process.

Book an In-Person Appointment

Visit the In-Person Appointment page, enter your Docket Number and registered mobile number, complete OTP verification, choose an available date and time, and confirm your booking. Visit the Government Secretariat on the scheduled date with your grievance details.

You can check the status of your appointment at Appointment Status.

How Your Complaint Is Processed

After your grievance is successfully submitted, Santhwanam follows a structured redressal process.

• Your grievance is registered and a unique Docket Number is generated for future reference.
• The complaint is forwarded to the concerned department or government office for examination and necessary action.
• The designated authority monitors the grievance and processes it within the applicable time frame.
• If the complaint concerns a particular officer, the system is designed to ensure that the same officer does not examine the grievance. If you believe this has happened, you can report the matter through the helpline 1076.
• If additional time is required for disposal, the concerned department may issue an interim communication explaining the reason for the delay and the action being taken.
• Once the grievance is disposed of, the department communicates the outcome through the available communication channels.

How to Use the 1076 Helpline

The toll-free helpline 1076 is available during working hours (10:15 AM to 5:15 PM on working days) to assist citizens with grievance-related queries.

You can contact the helpline for:

• Checking the latest status of your grievance using the Docket Number.
• Reporting concerns if you believe your grievance has not been examined properly.
• Reporting situations where the officer concerned appears to be handling the complaint against themselves.
• General guidance regarding the Santhwanam grievance redressal system.

Note: The 1076 helpline does not register new complaints. New grievances should be submitted through the Santhwanam portal, Akshaya Kendra, by post or at the Secretariat’s Straight Forward Counter.

Calling from outside Kerala (within India): 0471-1076
Calling from Gulf countries: +91-471-1076

Not Satisfied with the Resolution?

If you are not satisfied with the action taken on your grievance, the official Santhwanam FAQ advises submitting a fresh complaint. Mention the earlier Docket Number and clearly explain why you are dissatisfied with the previous resolution. This helps the concerned department refer to the earlier grievance while examining the new submission.

If your complaint relates to a Central Government department, submit it through CPGRAMS (pgportal.gov.in).

Public Grievance Dashboard

The Government of Kerala also provides a public dashboard displaying grievance statistics and disposal information.

You can access it at cmo.kerala.gov.in/cmo-detailed_en.php.

The dashboard provides department-wise information such as the number of grievances received, disposed of and pending, helping citizens understand the overall performance of the grievance redressal system.

Quick Reference

Particular	Details
Official Portal	cmo.kerala.gov.in
Submit Complaint	complaints.cmo.kerala.gov.in
New User Registration	Register Here
Know Complaint Status	Track Using Docket Number
Find Charge Officer	Charge Officer Search
Book Appointment	Phone / In-Person Appointment
Appointment Status	Check Status
Public Dashboard	Grievance Dashboard
Public Feedback	Submit Feedback
User Manual	Download PDF
Official FAQ	Download PDF
Akshaya Kendra	akshaya.kerala.gov.in
Helpline	1076 (10:15 AM – 5:15 PM on working days)
Technical Helpline	0471-2518966
Technical Support Email	cmcc@kerala.gov.in
Postal Address	Chief Minister of Kerala, Room No. 141, 4th Floor, North Block, Government Secretariat, Thiruvananthapuram – 695001
Central Government Complaints	CPGRAMS (pgportal.gov.in)

Frequently Asked Questions (FAQs)

Q. What is Santhwanam?
Ans. Santhwanam (സാന്ത്വനം), meaning “Consolation”, is the official Chief Minister’s Public Grievance Redressal System of the Government of Kerala. Citizens can use it to submit grievances against Kerala Government departments and track their status online using a Docket Number.

Q. Can I register a complaint by calling 1076?
Ans. No. The official FAQ states that new complaints cannot be registered over the phone. The 1076 helpline is meant for grievance-related assistance, status enquiries and guidance.

Q. Can I submit my grievance by email?
Ans. No. Santhwanam does not accept complaint registration through email. The email address cmcc@kerala.gov.in is meant only for technical support related to the portal.

Q. What is a Docket Number?
Ans. A Docket Number is the unique reference number generated after your grievance is successfully registered. Keep it safely because you will need it to track your complaint, book appointments and communicate with the helpline.

Q. How long does it take to resolve a complaint?
Ans. The official grievance redressal system follows the prescribed timelines for disposal. If additional time is required, the concerned department may issue an interim communication explaining the delay.

Q. How will I receive updates about my complaint?
Ans. Santhwanam sends status updates through the registered communication channels. You can also check the latest status online using your Docket Number or contact the 1076 helpline for assistance.

Q. What is the Charge Officer appointment facility?
Ans. Santhwanam allows eligible applicants to request a phone or in-person appointment with the concerned Charge Officer through the official appointment portal using the Docket Number.

Q. Can Non-Resident Keralites (NRIs) file complaints?
Ans. Yes. During registration, select the Non-Resident Keralite category and complete the normal online filing process. Applicants calling from outside Kerala can use the published contact numbers.

Q. What should I do if I am not satisfied with the resolution?
Ans. The official FAQ advises submitting a fresh complaint and mentioning the earlier Docket Number with a clear explanation of why you are dissatisfied with the previous action taken.

Q. What is the ISO 9001:2015 certification mentioned on the portal?
Ans. The Government of Kerala states that the Straight Forward public grievance mechanism is certified under ISO 9001:2015, reflecting adherence to recognised quality management standards.

Q. Can I apply for Chief Minister’s Distress Relief Fund (CMDRF) assistance through the same portal?
Ans. Yes. CMDRF services are available through the Kerala CMO portal. However, CMDRF applications are separate from the Santhwanam grievance redressal process and follow their own application procedure.