As per the guidelines issued by the Government of India for the End-to-End Computerisation of the entire Public Distribution System, an effective grievance redressal mechanism should be put in place by all States/UTs. This grievance redressal mechanism should include SMS, email, or other suitable technology which can be used for timely resolution of the citizen/beneficiary grievances, giving feedback to supervising authority, public, etc. Grievance Redressal process takes care of the grievances filed by the PDS beneficiaries and various private dealers / agents involved in the PDS process. Once data of beneficiary and PDS stakeholders (like Offices, FPS, Depot, Card Type, etc.) gets digitized, States will be able to automate grievance redressal process. State shall adopt grievance redressal mechanism to record, resolve and monitor grievances submitted by beneficiaries or dealers. These complaints shall get auto forwarded to the concerned officials responsible for their redressal. The State has to setup a call center for recording and monitoring the complaints and also establish recording and status tracking system through online website or SMS/email solution.


In Kerala, toll free helpline numbers 1967 and 1800-425-1550 have been established and communicated throughout the state. Online grievance registration mechanism is also present on the state portal. An online grievance redressal solution has been developed in-house by the Project Implementation Unit which is under test and code review. After code review and testing the same will be security audited and piloted. The Grievance Redressal application should use the toll free number”1967″ for registering the complaints. TSO, DSO, DCS and ccs level escalation matrix have already been created in the GR module and there is a mechanism of taking complainant feedback. The escalation matrix levels available in the GR module is as follows.

  • DYCR level- 2 Working DaYs
  • CR level- 2 Working DaYs,
  • DCS/CCS level – 2 Working DaYs
  • SecretarY level- 2 Working DaYs
  • Minister level

The tool is under test and would also be piloted in Kerala 1967 to become dedicated PDS helpline eventually and 1800-425-1550 to be exclusively for Consumer Grievance Redressal under Consumer Protection Act, 1986.