Andhra Pradesh CM Helpline: Online Complaint & PGRS Portal Guide

The Government of Andhra Pradesh operates its official citizen grievance platform through the Public Grievance Redressal System (PGRS). Managed by the Government of Andhra Pradesh, PGRS enables citizens to register complaints, track their grievance status and seek information about Government services and schemes through a single platform. The official portal is available at pgrs.ap.gov.in, while citizens can also register grievances or obtain updates by calling the 1902 helpline.

PGRS offers multiple official channels for grievance registration. Citizens can submit complaints through the PGRS web portal, the 1902 call centre, the PGRS mobile application, Grama/Ward Sachivalayam (GSWS) centres across Andhra Pradesh, and the weekly PGRS at Collectorate (Monday) programme. The portal also features an integrated PGRS Grievance Bot, allowing users to register grievances by uploading a supporting document, typing their complaint or speaking in Telugu or English.

After a grievance is successfully registered, the system generates a unique Grievance Number, which can be used to track its progress online or through other official PGRS channels. Citizens also receive updates regarding the grievance through the registered communication channels, and after the grievance is resolved, they can submit feedback on the quality of the resolution using the official feedback facility available on the PGRS portal.

The Public Grievance Redressal System is designed to help citizens register individual or household-level grievances, follow up on pending complaints and enquire about Government services and welfare schemes. For CM Helpline portals across all states, read our CM Helpline India guide. For ration card services in Andhra Pradesh, read our Andhra Pradesh Ration Card guide.

What PGRS Accepts and What It Does Not

The Public Grievance Redressal System (PGRS) is meant exclusively for registering and resolving grievances related to Government departments, public services and welfare schemes in Andhra Pradesh. Citizens can use PGRS to lodge individual or household-level complaints, follow up on previously registered grievances and enquire about Government services and schemes.

PGRS does not accept new service applications or service requests. If you want to apply for a new Government service, such as a ration card, income certificate, caste certificate or any other citizen service, you should apply through the appropriate Government service delivery channel, such as the concerned department or your nearest Grama/Ward Sachivalayam. PGRS should be used only when you wish to report a grievance or seek redress regarding an existing issue.

Matters relating to the Right to Information (RTI) Act, personal or family disputes, community disputes and court judgments are not handled through PGRS. Such matters should be taken up through the appropriate legal or administrative mechanism.

What You Can Complain About

PGRS can be used to register grievances relating to Government departments, public services and welfare schemes administered by the Government of Andhra Pradesh. Common examples include:

• Ration card services, Public Distribution System (PDS) and Fair Price Shop (FPS) related issues.
• Delay or non-delivery of Government services.
• Pending applications submitted to Government departments.
• Problems relating to welfare schemes and beneficiary services.
• Issues concerning Government offices or officials in the discharge of public services.
• Complaints regarding drinking water, electricity, roads, sanitation and other public civic services.
• Education, health care and social welfare service-related grievances.
• Land administration and other department-specific public service issues.

Important: Complaints relating to corruption or bribery, as well as matters specifically handled by specialised Government helplines or agencies, should be reported through the respective competent authority or dedicated helpline, wherever applicable.

Dedicated Helplines for Specific Complaints

In addition to the 1902 Public Grievance Redressal System (PGRS) helpline, the Government of Andhra Pradesh operates separate helplines for certain specialised categories of complaints. Citizens should use the appropriate authority wherever a dedicated grievance mechanism has been provided.

• 1902 – Public Grievance Redressal System (PGRS) for registering, tracking and following up on grievances relating to Government departments and public services.
• 1100 – Emergency grievance helpline for urgent issues, as provided under the official PGRS grievance mechanism.
• Complaints relating to corruption, bribery, illegal sand mining, excise matters or other specialised subjects should be reported through the respective department or dedicated Government helpline, wherever applicable.

What to Keep Ready Before Filing

Keeping the required information ready before registering a grievance can help you complete the process more quickly and ensure that the concerned department receives complete details.

• A valid Aadhaar Card Number for citizen identification while registering a grievance through official PGRS channels.
• An active mobile number to receive OTPs, grievance-related updates and the Grievance Number.
• The district, mandal or locality where the issue occurred.
• The name of the Government department, office or welfare scheme related to your grievance.
• Any previous application number, grievance number or reference number, if available.
• Supporting documents, photographs or other relevant evidence to substantiate the complaint.
• A clear description explaining the grievance, including what happened, when it occurred and the relief or action expected from the concerned department.

How to Register a Grievance Online Through the PGRS Portal

The Government of Andhra Pradesh allows citizens to register grievances online through the official Public Grievance Redressal System (PGRS) portal. You can also submit a complaint through the integrated PGRS Grievance Bot available on the homepage. Follow these steps to register your grievance online:

Step 1: Visit the official PGRS portal. On the homepage, click “Register Grievance”.

Step 2: Enter your 12-digit Aadhaar Card Number and complete the OTP verification using the mobile number linked with your Aadhaar. This is required to authenticate your identity before registering a grievance.

Step 3: Read the Aadhaar authentication and consent declaration carefully. Select the consent option and continue to the grievance registration form.

Step 4: Fill in the required personal details and contact information. Then select the district, mandal or locality, choose the concerned Government department and, where applicable, the relevant grievance category.

Step 5: Describe your grievance clearly by explaining the issue, when it occurred and the action you expect from the concerned department. Providing complete and accurate information helps the department process your grievance more efficiently.

Step 6: Upload supporting documents, photographs or other evidence, if available. The portal accepts relevant documents that support your complaint.

Step 7: Review all the information carefully and click “Submit”. After successful submission, the system generates a unique Grievance Number. You will also receive the grievance details through the registered communication channel. Keep this Grievance Number safe, as it is required to check the grievance status, receive updates and, if necessary, reopen the grievance in accordance with the PGRS process.

Registering a Grievance Using the PGRS Grievance Bot

The official PGRS portal also provides an AI-powered PGRS Grievance Bot that allows citizens to submit grievances directly from the homepage without manually filling the standard registration form.

• Open the PGRS Grievance Bot on the official portal.
• Select “Register New Grievance”.
• Submit your grievance by uploading a supporting document, typing your complaint or speaking your grievance in Telugu or English.
• Follow the on-screen instructions to complete the registration process.
• After successful submission, a Grievance Number is generated for future tracking and follow-up.

Registering a Grievance by Calling 1902

If you are unable to use the online portal or prefer assistance over the phone, you can register your grievance by calling the official 1902 Public Grievance Redressal System (PGRS) helpline. The helpline assists citizens in registering complaints, obtaining grievance updates and seeking information about Government services and schemes.

When you contact the 1902 helpline, keep the following information ready:

• Your name and contact details.
• Your Aadhaar Number or other details required for identity verification, wherever applicable.
• The district, mandal or locality where the grievance occurred.
• The name of the concerned Government department or welfare scheme.
• A clear explanation of the grievance and the relief or action you expect.
• Your existing Grievance Number, if you are following up on a previously registered complaint.

After verifying the required details, the PGRS representative registers your grievance in the system. Once the complaint is successfully recorded, a unique Grievance Number is generated and shared with you. You should keep this number safely, as it is required to track the grievance status, receive updates and, if necessary, reopen the grievance under the official PGRS process.

Important: For urgent or emergency public grievances, the official PGRS FAQs also provide the 1100 emergency grievance helpline. Citizens should use the appropriate Government helpline whenever a complaint falls under a specialised grievance mechanism.

Registering a Grievance at Your Grama/ Ward Sachivalayam (GSWS)

Citizens who prefer offline assistance can register their grievance at the nearest Grama/Ward Sachivalayam (GSWS). According to the official Public Grievance Redressal System (PGRS), GSWS centres are one of the authorised channels for grievance registration and follow-up.

Step 1: Visit your nearest Grama Sachivalayam (rural area) or Ward Sachivalayam (urban area) during working hours.

Step 2: Inform the designated official that you wish to register a grievance under the Public Grievance Redressal System (PGRS). Carry your Aadhaar Number and any supporting documents related to your grievance.

Step 3: Provide complete details of your grievance, including the concerned Government department, office or welfare scheme, the location where the issue occurred and the relief or action you are seeking.

Step 4: The authorised official registers your grievance in the PGRS system. After successful registration, a unique Grievance Number is generated for your complaint.

Step 5: Keep the acknowledgement and Grievance Number safely. You can use this number to check the grievance status through the PGRS portal, the 1902 helpline or other official PGRS channels.

Note: Grama/Ward Sachivalayams also provide various Government services and accept applications for eligible citizen services. However, the PGRS facility available at these centres is specifically meant for registering and resolving grievances relating to Government departments, public services and welfare schemes.

Registering a Grievance at PGRS at Collectorate (Monday)

The Government of Andhra Pradesh also conducts PGRS at Collectorate (Monday), an official weekly grievance programme where citizens can submit grievances directly at their respective District Collectorate.

Step 1: Visit your District Collectorate on Monday during the notified grievance hearing hours.

Step 2: Carry your Aadhaar Number, a written description of the grievance and supporting documents, if available.

Step 3: Submit your grievance to the designated PGRS counter or authorised official at the Collectorate.

Step 4: After your grievance is registered in the PGRS system, you will receive a unique Grievance Number for future reference.

Step 5: Use the Grievance Number to track the status of your complaint through the official PGRS portal, the 1902 helpline, the PGRS mobile application or your nearest Grama/Ward Sachivalayam.

This weekly grievance programme provides citizens with an opportunity to present their grievances directly before the district administration for appropriate action.

Can You Register a PGRS Grievance at a MeeSeva Centre?

Based on the current official PGRS portal and FAQs, MeeSeva centres are not listed as an official grievance registration channel for PGRS. The officially recognised channels for registering a grievance are:

• The official PGRS portal.
• The 1902 PGRS helpline.
• The PGRS Mobile App.
• Grama/Ward Sachivalayam (GSWS).
• PGRS at Collectorate (Monday).
• The PGRS Grievance Bot available on the official portal.

If you require assistance in submitting a grievance, it is advisable to use one of the above official PGRS channels to ensure that your complaint is registered and tracked correctly.

How to Track Your PGRS Grievance Status

After your grievance is successfully registered, the Public Grievance Redressal System (PGRS) generates a unique Grievance Number. This number is required to check the current status of your complaint through any of the official PGRS channels.

Track through the PGRS Portal:
Visit the official PGRS portal and click “Check Grievance Status” on the homepage. Enter your Grievance Number and submit the required details to view the latest status of your grievance.

Track through the 1902 Helpline:
Call the official 1902 PGRS helpline and provide your Grievance Number. The representative can help you obtain the latest status of your registered grievance.

Track through Grama/Ward Sachivalayam:
You may also visit your nearest Grama/Ward Sachivalayam (GSWS). After providing your Grievance Number, the authorised official can help you check the current status of your grievance.

Emergency Grievances

According to the official Public Grievance Redressal System (PGRS) FAQs, citizens facing an emergency grievance can contact the dedicated 1100 emergency grievance helpline. Emergency issues are taken up for immediate redressal under the PGRS mechanism.

For other grievances, the time required for disposal depends on the concerned department and grievance category. The official Service Level Agreement (SLA) may range from 24 hours to 90 days, depending on the subject and nature of the grievance.

How to Reopen a Closed Grievance

If you are not satisfied with the action taken on your grievance, the official PGRS system allows you to reopen the grievance up to two times.

• Through the PGRS Portal: Use the grievance reopening option available on the official PGRS portal.
• Through the PGRS Mobile App: Submit a grievance reopening request using the official mobile application.
• Through Grama/Ward Sachivalayam (GSWS): Visit your nearest GSWS centre and request reopening by providing your Grievance Number.

When a grievance is reopened for the first time, it is escalated to the District Level Officer. If you are still not satisfied after the first review, you may reopen it a second time, after which the grievance is escalated to the Head of Department (HoD) level for further examination and action.

Grievance Escalation Process

The Public Grievance Redressal System (PGRS) follows a structured grievance redressal mechanism to ensure that complaints are reviewed by higher authorities when required.

• Initial Level: After registration, the grievance is assigned to the concerned department’s Grievance Redressal Officer for examination and disposal.
• Enquiry Stage: The Grievance Redressal Officer may assign the complaint to a designated enquiry officer for verification. Based on the enquiry report, the Grievance Redressal Officer records the final decision and issues the grievance disposal endorsement.
• First Reopening: If the citizen is not satisfied with the disposal, the grievance can be reopened once. It is then escalated to the District Level Officer for further review.
• Second Reopening: If the citizen remains dissatisfied after the first review, the grievance may be reopened a second time. It is then escalated to the Head of Department (HoD) for final examination and action.
• Feedback & Audit: After grievance disposal, the Government collects citizen feedback. Dissatisfied cases may be reviewed through the official audit mechanism before further action, wherever applicable.

Quick Reference

Particular	Details
Official Portal	https://pgrs.ap.gov.in
Primary Helpline	1902 (PGRS Helpline)
Emergency Grievance Helpline	1100
Other Registration Channels	Grama/Ward Sachivalayam (GSWS), PGRS at Collectorate (Monday) and the PGRS Grievance Bot
Track Grievance	Use the Grievance Number on the official PGRS portal, PGRS Mobile App, 1902 helpline or at the nearest GSWS centre.
Grievance Reopening	Allowed up to two times if you are not satisfied with the grievance disposal.
Official Email	pgrs-helpdesk[at]ap[dot]gov[dot]in
Office Address	Chief Minister’s Grievance Redressal System (CMGRS), Block 1, Secretariat, Velagapudi, Amaravathi, Andhra Pradesh
CPGRAMS (Central Government Grievances)	https://pgportal.gov.in

Frequently Asked Questions

What is the Public Grievance Redressal System (PGRS)?
The Public Grievance Redressal System (PGRS) is the official grievance redressal platform of the Government of Andhra Pradesh. Citizens can use it to register individual or household-level grievances, track the status of registered complaints and enquire about Government services and welfare schemes. Grievances can be submitted through the PGRS portal, the 1902 helpline, the PGRS Mobile App, Grama/Ward Sachivalayam (GSWS), PGRS at Collectorate (Monday) and the PGRS Grievance Bot.

What is the Grievance Number?
After a grievance is successfully registered, the PGRS system generates a unique Grievance Number. This number serves as the official reference for checking grievance status, receiving updates and reopening the grievance, where permitted under the PGRS process. Keep this number safely for future reference.

Is Aadhaar required to register a grievance?
According to the official PGRS FAQs, citizens registering a grievance through the online portal are required to complete Aadhaar-based authentication. You should keep your Aadhaar Number and the registered mobile number ready while using the online portal. If you are unable to use the online facility, you may also register your grievance through other official PGRS channels such as the 1902 helpline or your nearest Grama/Ward Sachivalayam (GSWS).

What is PGRS at Collectorate (Monday)?
PGRS at Collectorate (Monday) is the official weekly grievance programme conducted at District Collectorates in Andhra Pradesh. Citizens can personally submit their grievances before the district administration, after which the complaint is registered in the PGRS system for further action.

Can I register a grievance through Grama/Ward Sachivalayam?
Yes. Grama/Ward Sachivalayam (GSWS) is one of the officially recognised grievance registration channels under PGRS. Citizens can visit their nearest GSWS centre to register a grievance, obtain the Grievance Number and seek assistance in checking the grievance status.

Can I register a complaint through the PGRS Grievance Bot?
Yes. The official PGRS portal includes an AI-powered PGRS Grievance Bot. Citizens can register a grievance by uploading a supporting document, typing their complaint or speaking their grievance in Telugu or English by following the on-screen instructions.

What happens if I am not satisfied with the grievance resolution?
If you are dissatisfied with the action taken, the official PGRS mechanism allows you to reopen the grievance up to two times. The first reopening escalates the grievance to the District Level Officer, while the second reopening escalates it to the Head of Department (HoD) for further examination.

How long does it take to resolve a grievance?
The time required to resolve a grievance depends on the concerned department and the grievance category. According to the official PGRS FAQs, the applicable Service Level Agreement (SLA) may range from 24 hours to 90 days. Emergency grievances are taken up immediately under the official PGRS mechanism.

Can I check my grievance status online?
Yes. You can check the status of your grievance using the official PGRS portal, the PGRS Mobile App, the 1902 helpline or by visiting your nearest Grama/Ward Sachivalayam (GSWS). You will need your Grievance Number to access the grievance details.

What is the difference between PGRS and CPGRAMS?
PGRS handles grievances relating to departments and public services under the Government of Andhra Pradesh. CPGRAMS is the Central Government’s grievance redressal system for complaints relating to Ministries, Departments and organisations of the Government of India. Choose the platform based on the authority against which you wish to file the grievance.