Table of Contents

• What is CPGRAMS?
• What is the role of CPGRAMS?
• How to file a complaint in the PG portal?
• Types of public grievances
• How do monitoring and operational desks work?
• Frequently asked questions

What is CPGRAMS (PG Portal)?

The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform that allows the Indian citizen to submit grievances against various Ministries/Organisations/Departments. It is a 24×7 monitoring web-enabled system that tracks grievances through the system-generated unique registration number. CPGRAMS inspects and redresses the grievances as quickly as it can.

It is associated with the Directorate of Public Grievances (DPG) and the Department of Administrative Reforms and Public Grievances (DARPG). It contemplates several grievances, but some of the issues that are unconsidered for redressal include:

• RTI matters
• Sub judice cases or any problem that concerns judgment given by any court
• Personal and family disputes
• Anything that impacts upon territorial integrity of the country or its friendly relations with other countries
• Suggestions for improvement

What is the role of CPGRAMS (PG Portal)?

1. CPGRAMS receives grievances from various nodal headquarters.
2. It has the facility to create immediate subordinate departments.
3. The departments pass the grievances to the desired authority for redressal.
4. The generation of a report takes place for further review and action.
5. The reports that require action are forward to the higher authorities.
6. The system logs the local or postal grievances that get forward to the subordinate bodies.
7. The system generates the final letters, like initial acknowledgment, concluded reply, interim reply, etc. Later, the complainant receives them.

How to file a complaint in the PG portal?

Step 1:- The citizen has to register on the main website https://pgportal.gov.in/Registration.

Step 2:- Fill up the necessary details in the form. Validate the account using OTP.

Step 3:- After successful registration, log in to the official portal using your email and password. You are redirected to the main page of lodging the grievance.

Step 4:– Click on +Lodge Public Grievance or +Lodge Pension Grievance depending upon the type of issue you have.

Step 5:- Fill up the necessary details regarding Ministry/Department/Organisation, name of the complainant, address, complainant category, PIN code, state, mobile number, and the grievance description within 4000 words.

Step 6:- Click on submit, and your grievance is submitted successfully.

Step 7:- One can check the number of lodge grievances on the main page after logging in.

Types of public grievances

• Inordinate delay in taking decisions
• Extending several months to several years for taking actions
• Refuse to give replies to the public
• Do not disclose information to the petitioners so that they can examine whether their cases were monitored correctly or not.

How do monitoring and operational desks work?

Monitoring Desk:- The monitoring desk configures CPGRAMS as per the requirements of the user department. It creates various subordinate units that classify various grievances into different categories for quick redressal.

Operational Desk:- It follows a flow of actions that consist of:

Examination at the operational level:- The officers examine the case and decide whether it has to be forwarded or not. If not, it is marked pending.

Forwarded to the subordinate body:- The grievances are forward to a group of subordinates for redressal.

Type of action required:- The officers reasonably reply to the department regarding the case with a manual message or a combination of pre-generated texts electronically.

Further evaluation of the case:- The subordinates then pass the issue to the higher or lower authority depending upon the type of grievance.

Report making:- A well-articulated report is generated, sent to the complainant and subordinate for further clarification. The documents are either marked ‘pending’ or ‘disposed of’.

Disposal:– The reports are disposed of, and the case is closed if the orders have come from the authority.

Clarification from the complainant:- If the department wants to seek any other information from the complainant, a corresponding text/letter gets generated.

Clarification from the subordinate:- Additional information has to be taken from the office staff. The department receives a corresponding alert for which the complainant has filed the complaint.

What is the redress process of PG Portal?

Frequently asked questions

How much time does it take for redressing a grievance?

The redressal of a grievance takes a maximum of sixty days. If there is a further delay, the complainant gets informed regarding the same with proper reasons.

What happens after I file my grievance in PG Portal?

Every Central Ministry/Department assigns a Nodal Officer, known as the Director of Grievances, for redressing grievances. The Nodal Officer works on the areas of the particular department/ministry to resolve the complaint.

What if I am not satisfied with the redressal of my grievance?

The portal asks for feedback from the consumers once the grievance resolves. The consumer can appeal by providing mandatory ratings over there regarding dissatisfaction from the redressal.

Can the grievance be reopened once it is closed?

No! The customer needs to lodge a fresh grievance on the main website with adequate details and must wait till the grievance sorts.

How can I contact the Nodal Officers of Public Grievances in various Departments and Ministries?

One can check the main website of the PG Portal or can access using the link: https://pgportal.gov.in/Home/NodalPgOfficers.

Can I change the name of my Nodal Officer?

Yes, the consumers can change the name of their Nodal Officer. Visit the user profile in your account, edit the option and submit the name and designation of the new Nodal Officer that you want. Update the mobile and email address correctly so that the officer can receive alerts on time.

I am not able to view the attached documents. How to view them?

The user has to see the format of the attached document and install the app/software for the same. Generally, the attached document is a PDF, so one can install the latest Adobe Acrobat PDF app on their phone or the software on the laptop to view the attachment.

Will my grievance redressal come into effect?

The following conditions, if met, can implement your given redressal:

• Political mandate
• Committed and strong executive
• Willingness and capability to take on vested interests in the system

I have forgotten my ID/password, and my account is locked. What should I do?

If the account is locked, wait for 10 minutes and then retry using the correct ID and password. If it does not work, one has to send the request to reset the password on cpgrams-darpg@nic.in.

How can I deactivate my CPGRAMS (PG Portal) account?

The consumer has to request for the account deactivation through their registered emails on cpgrams-darpg@nic.in. Once the account is deactivated, the user cannot register again with the same email ID. Instead, he can request to reactivate the account.

If you are not satisfied with the services provided by the company or the seller, then file a complaint online at Voxya, an online consumer complaint forum trusted by thousands of consumers across India.

Table of Contents

• What were the rules before and after?
• Essential Points to be kept in mind
• Is it legal for couples to stay in OYO rooms?
• In what circumstances can the police authorities arrest the couple?
• What should I do if I get arrested even without committing any crime?
• Can I get compensation if I get arrested on false charges?
• Some major policies of OYO rooms

Ritesh Agarwal wouldn’t have wondered in the year 2013 that his venture, On Your Own, known as OYO, will be a huge success. OYO has now become one of the fastest-growing chains of hotels and living spaces. They provide a comfortable stay with quality rooms across India. These budgeted hotels came into the news recently for their change in rules and regulations for unmarried couples.

What were the Oyo Rooms rules before and after?

The new rules came into effect in the year 2021. Many couples are satisfied with these sets of new regulations, while some are against the disclosure of their identities publicly. What are these new rules? Let’s have a look!

Rule	Before	After
1) Documents that can be used as identity proof	Earlier, only an Aadhaar card was mandatory as the identity proof for check-in in hotels.	Now, besides the PAN card, other means of proof of identity will be accepted.
2) Food booking changes	Previously, it was mandatory to book the food and have it at the hotel premises.	In the improvised rules, the couple may or may not have the food at the hotel premises. There is an option where the couple needs to check the box on whether they want the food or not.
3) Correct details of the girl filled in the register	The couple used to ignore filling in the details of the girl to hide their identity in the public domain. The hotel workers used to assist with the same.	It is now mandatory to fill in the details of both the boy and the girl correctly. If one has to avoid unnecessary chaos and confusion from the police authorities afterward, he and she must fill in the details correctly.
4) Booking of the hotel capital/collection	Earlier, the couple was not able to book the hotel’s capital.	The boy aged 21 and above, and the girl aged 18 and above, can now book the hotel’s capital after showing the valid ID proof.

Essential Points to be kept in mind before going to Oyo Rooms

Both the boy and girl must fill in the details correctly in the register of the hotel. Do not get happy if the staff allows hiding the identity of the girl. Instead, fill the entries correctly to avoid unnecessary intervention from the police authorities. Later, police will directly question the couple and not the hotel staff.

If the hotel staff is not ready to accept other documents like identity proof, you can lodge a complaint against them on the OYO complaint portal. Besides PAN card, now the Aadhaar Card, Driving License, Voter ID or any Government Service Card is valid for the OYO rooms bookings.

OYO has launched an exquisite collection of hotels whose properties are now ready to be booked by couples. The brand collections have been termed Edition O, Capital O, Townhouse and Silver Key to bifurcate various properties. One can find all the details of these properties while booking the hotel and see their collections.

Valid ID proof of the boy, aged 21 or above, and the girl, who must be aged 18 or above, are necessary to book these collections. If the two fail to show their IDs, the authorities may question them in the future.

Tip: One must book a good hotel, i.e. a 3-star or a 4-star, for extra safety.

4. One must confirm the details regarding the floor and room are shown in the image while booking from the OYO rooms website. Sometimes the photo shown can be misleading. Therefore, to avoid wastage of time, thorough checking has to be done of the details and conditions of the rooms beforehand.
   If you have called the hotel staff, do mention the correct information in the OYO forms (if you get any) as informed by the staff member with their name and details. Transparency is the key solution to every problem!

Is it legal for couples to stay in OYO rooms?

According to Article 21 of the Indian Constitution, it is now legal for couples to stay in hotels. Article 21, Protection of Life and Personal Liberty states that- ‘No person shall be deprived of his life or personal liberty except according to a procedure established by law.’ Thus, Article 21 ensures the security of two rights- a) Right to Life, and b) Right to personal liberty.

One point to be kept in mind by everyone is that, once you have booked a hotel or a property by paying for it, no person can interfere in your matter. After you have paid the rent, the public property now becomes private.

In what circumstances can the police authorities arrest the couple?

According to section 42 of CRPC (Code of Criminal Procedure), the police authorities can arrest anyone if they do not reveal their identities or try hiding their original identity. No matter what, the couple must tell their correct identity to avoid getting arrested.

The police can also arrest the couple under section 151 of the CRPC. It states- ‘A police officer knowing of a design to commit any cognizable offence may arrest, without orders from a Magistrate and a warrant, the person so designing, if it appears to such officer that the commission of the offence cannot be otherwise prevented.’

What should I do if I get arrested even without committing any crime?

Step 1:- The couple should fill in the correct identities at the registration counter of the hotel.

Step2:- Take the proof of the entries that you have made.

Step 3:- Under section 166 and 166 A of the IPC (Indian Penal Code), the couple can file a complaint against the police authorities if they unnecessarily arrest or enforce false charges on the couple.

Can I get compensation if I get arrested on false charges?

Yes, you can! If the couple gets arrested without any valid proof and the police authorities have wasted their time, they are eligible for compensation by the police staff.

The couple needs to file a Habeas Corpus (meaning, to have a body of) writ under Article 226 in High Court or Article 32 in Supreme Court. Under this writ, the Court directs the detained person to be brought before it for further examination of his detention. If the judgment is favorable to the person, then he is eligible for compensation.

Some major policies of OYO rooms

In any case, the booking must be made by a major. If there are any suspicions, the hotel authorities might cancel the bookings without providing a refund.

After reaching the hotel, if you face any trouble, then contact the OYO authorities immediately. OYO will either arrange a different accommodation in the same or alternate hotel or will compensate you if you do not accept the alternate accommodation.

The standard check-in and check-out timings are 12 noon and 11 a.m., respectively. Unless mentioned in the booking voucher, one is eligible for extra charges according to the OYO policies. Extensions can be made per the current rates and not at the original booking rate.

Check beforehand which hotels accept unmarried couples and which do not. OYO is not responsible for such confusion and will cancel the booking without giving a refund.

In case of an emergency after check-in, one can press the SOS button provided in the OYO app.

Under the Narcotic Drugs and Psychotropic Substances Act, 1985, illegal drugs and substances are not allowed inside the hotel premises. If the hotel authorities find any evidence, they can report it to the police immediately.

One can contact the helpline number 9313931393, or mail at https://help.oyorooms.com for any grievances.

If you are looking for a solution to Oyo rooms complaints then file a complaint at Voxya, India’s trusted platform for consumer complaints online. It helps consumers to get a replacement, refund, and compensation as soon as possible.

Table of Contents

• What is TNEB?
• What are the common reasons for complaints?
• How to register online for complaints?
• Different ways of consumer grievance redressal
• Guidelines for online payment
• Frequently asked questions

What is TNEB?

1957 was the year of establishment of the Tamil Nadu Electricity Board (TNEB). Later on, in 2010, it restructured into Tamil Nadu Generation and Distribution Corporation Limited (TANGEDCO) and Tamil Nadu Transmission Corporation Limited (TANTRANSCO). There are a total of 1300+ substations in the TANTRANSCO that caters to 200+ lakh consumers. The data is overwhelming as it has electrified around 65000 towns and villages in Tamil Nadu.

Not only this, the company has produced around 6500 million units in the year 2007-08, the highest ever recorded, from their hydel plant. The data is fascinating. Isn’t it? The board has installed over 2 lakh distribution transformers that distribute 10500 Megawatts of electricity.

What are the common reasons for complaints

• The authority has produced wrong and inappropriate bills.
• The consumer has to pay the bill without meter readings.
• The customer has to pay the bill for faulty meters.
• The consumer has to pay the bill without consuming electricity.
• The authority has given the bill receipt of a different consumer.
• The officers are unnecessarily disconnecting electricity without prior notice.
• The online payment of the customer has failed.

The most common issues reported by consumers are power cut complaint, bill complaint, electricity meter complaint, high bill complaint, power failure complaint and complaint against electricity department.

How to register online for complaints?

Step 1:- The consumer has to visit the official consumer complaint portal https://www.tnebnet.org/awp/login.

Step 2:- The consumer can sign up to register the complaint if he/she has a valid consumer number, an email account, a unique username, and a password.

Step 3:- The email has to be received after successful registration for validation. Click on the link for the verification of the account.

Step 4:- Log in to the portal using your authenticated email/username/password, and then choose the category of complaints from the options flashed on your screens.

Step 5:- In case you forget your password, there is a ‘forget password’ link available on the main page so that one can reset the forgotten password. Having an email is mandatory for this step.

Different ways of consumer grievance redressal

The consumer can call his/her nearest sub-division office to register the complaint. Or can also pass a letter to the TNEB officer.

The consumer can meet the nearest Executive Engineer, Superintending Engineer, or Chief Engineer in person during the meeting hours and file the complaint.

The Superintending Engineer holds a grievance day meeting once a month in each circle division where consumers can address their grievances for redressal.

The consumers can approach Consumer Grievance Redressal Forums of their distribution circle office. One can see the functions of the Consumer Grievance Redressal Forums here: https://www.tangedco.gov.in/linkpdf/cgrf.pdf.

The consumer can also complain in the voluntary meeting to the Chief Engineer in his office.

The consumer can file a complaint regarding power cut or damaged electric poles via WhatsApp by sending the photograph as proof of complaint on 9445850811 or call helpline number 1912.

Guidelines for online payment

In addition to the counter payment option of challan, consumers can also pay online.

Upon choosing the online payment mode, a confirmation page will pop up on the screen. Consumers must read the terms and conditions properly and then agree. After that, they will be redirected to the payment page.

The paid status is updated on the receipt once TNEB gets a confirmation from the bank. It might take 1-2 days for the update.

If the transaction fails, it is better to pay via offline challan. The consumer has to visit the bank counters for submitting the challan. If the balance gets deducted from the bank account, the consumer can expect the refund in a day or two.

The customer can check the status of the transaction from the official TNEB website. Go to the Customer Support section, click on transaction status, insert your service number along with the transaction date, and press submit. It will show the details which you were looking for.

If successful, all the status will be ‘paid’, or if not completed, they will be ‘pending’.

One can contact acctrect@tnebnet.org for any query. The person must keep the details beforehand, like application number, date of payment, bank, and mode of payment.

If the query is still not resolved, one can call 9445857635 during working hours.

Frequently asked questions

Where can I find the consumer number?

The consumer number is the service number seen in the white meter card or previous receipts.

How to find the region number?

The first two digits of the receipt number indicate the region number.

Is an email necessary for registration?

Yes, it is. Without email, registration is not possible.

I am not able to receive the confirmation email. What should I do?

There is a possibility that you might have typed the wrong mail ID. In this case, one has to re-register with the correct email. If you have inserted the email correctly, check your junk/spam/deleted folder in the mailbox.

Are there any charges if I pay online?

Yes, charges are applicable depending on the type of bank and card you are using for paying the TNEB bill.

Can I check my past billing details?

Yes! For this land on the official website www.tangedco.org.

After the payment, the payment web page displayed an error and did not send the confirmation email. What should I do?

If your balance got deducted from the bank account, kindly do not pay the bill again. Check your bank details and wait for some time. The confirmation mail will come after a reasonable time. If it is not refunded, then one can contact customer support for further assistance.

Can I make an advance payment?

The consumers, who do not have any pending dues, are eligible for advance payments. The amount will automatically balance in future bills.

Why should I pay ASD?

Adequacy of Security Deposit is reviewed once in two years in case of low tension consumers. If the available deposit is less than the security deposit, the consumer must pay the additional interest amount, known as the Additional Security Deposit. If the amount is unpaid, then the consumer’s electricity connection has to be shut down.

I have made the complaint to the nearest Division Officer. But my complaint is not yet resolved. What should I do?

Contact the senior authority, who is above the Division Officer, and inform them about the issue. You can also write a letter about the same.

I want to transfer my electricity connection to another name. Is this possible?

The transfer of electricity connection to another name is possible by submitting an application letter to the concerned office, along with the supporting documents. One has to pay the required fees for the transfer. All the details are available under Miscellaneous Charges in the Schedule of Tariff of Billing Services on the main website.

The wrong bill issued, electricity was disconnected, electricity load not given as per rule, frequent power cuts, etc. are the most common consumer electricity complaints. If you are facing similar issues and not getting any proper resolution from the electricity department or electricity company then you can file a complaint online at Voxya, India’s trusted platform for resolving consumer complaints helps to get a replacement, refund, return, and compensation from the company or the seller.

Table of Contents-

• What is Government e-Marketplace?
• Advantages of Buyers and Sellers
• How to make a purchase on GeM portal?
• GeM registration process.
• Procedure for registering on GeM
• GeM registration fees.

What is the Government e-Marketplace portal?

A geM is a short form of one-stop Government e-Market Place hosted by DGS&D. The Government e-Marketplace (GeM) platform was launched on 9th August 2016 by the Ministry of Commerce and Industry, Government of India as an online, end to end solution for procurement of commonly used goods and services for all Central Government and State Government Ministries, Departments, Public Sector Units (PSUs), and affiliated bodies. The platform is owned by GeM SPV(Special Purpose Vehicle) which is a 100 percent Government-owned, a non-profit company under the Ministry of Commerce and industries, Government of India. According to an independent assessment made by the World Bank, the average savings for buyers in the Government e-Marketplace portal is about 9.75% on the median price. The Government of India has made it mandatory for sellers to display the ‘country of origin’ on products to be sold on the GeM portal.

It was basically created in a time of 5 months to facilitate online procurement of Goods & Services, it aims to facilitate public procurement through a centralized web portal. It is a contactless, paperless and cashless online marketplace that replaced the Directorate General of Supplies and Disposals(DGS&D) in 2016.

GeM is a one-stop portal that aims to enhance transparency, efficiency, and speed in public procurement. The tools available on the portal include e-bidding, reverse e-auction, and demand aggregation to facilitate the government users, achieve the best value for their money. If someone is looking for business this might be the best place to begin, from finding a business partner and growing into the business to exploring new opportunities you can have access to all these through this portal. Since everything happens via technology and digital processing, more than 3000 orders are placed on the GeM every day across India.

Let’s look at Who are the buyers and sellers and what advantages are they having.

Buyers-

All Central government and State Government Ministries/Departments including its attached/subordinate offices, Central and State autonomous bodies, Central and State Public Sector Units and local bodies, etc. are authorized to make procurement through the GeM portal.
If someone wants to find a business partner through GeM they will definitely be working with one of their government representatives. The government also allows private companies and businesses to buy on this marketplace to further expand the horizon of the portal by bringing more buyers to the small business sellers.

Some of the advantages for Buyers-

Rich listing of products for individual categories of Goods/Services
Search, compare, select and buy facilities
Enables buying Goods & Services whenever required
Provides transparency, efficiency, and ease of buying
Ensures continuous vendor rating system
Up-to-date user-friendly dashboard for buying and monitoring supplies and payments
Provision of easy return policies

Sellers-

If someone is manufacturing or providing genuine products or services they can become a seller on GeM by registering themselves on the GeM portal.
To get themselves registered they will need to submit the following documents-

• PAN card
• Aadhaar card
• The mobile number that is linked to the Aadhaar card
• Bank account
• KYC documents
• Cancelled check copy
• Address proof

Once their registration gets approved and activated they can start listing their products and services on the portal.

Some of the advantages sellers can avail-

• Direct access to all the government departments and public sector units who are looking for products and services to buy.
• One-stop digital facility for bids and reverse auctions on products and services.
• A seller-friendly dashboard for sending and monitoring transactions and pending requests.
• Making new product suggestions to prospective buyers.
• Dynamic pricing based on market conditions.
• Responding immediately to purchase requests.

How to make a purchase on the GeM portal?

• Log-in on GeM portal (https://gem.gov.in)
• Search the item to be purchased in the Search Box
• If it is available, set parameters like the location of the vendor, item specs, make, model, etc.
• The screenshot may be taken for the items NOT available on GeM (due to required specifications/ delivery period/ minimum quantity per consignee etc.), and purchase can be done as per Institute Purchase Rules. Approval of the Competent Authority may be sought if required. This is only for the items costing less than Rs.2,50,000
• After receiving material in good condition, the buyer will generate CRAC (Consignee Receipt & Acceptance Certificate) using his/ her GeM login ID.
• Bill for payment along with ‘C’/ ‘NC’ is to be sent to the concerned Accounts Section. Payment to supplier will be made electronically (RTGS/NEFT) as per Institute norms.
• After making payment, detail of the same is to be uploaded on GeM portal.

What is the GeM registration process?

GeM, or Government E-Marketplace, is a procurement portal, which can be used to purchase or sell any item or goods by anyone. Nevertheless, like anything else, an individual will need to comply with the registration form to begin their endeavour on the platform.
The GeM registration process for businesses (or sellers) is extremely easy and can be done via the GeM portal.
Since there is no GeM Registration Fee, the sellers can be assured of the least expensive way to become part of GeM and start offering their services and products.

The procedure for registering on GeM:

Step 1- Go to the official Website

Step 2- Fill up the Application Form correctly and upload the necessary documents and submit the application.
Details to be filled-

• Name of the Business firm
• Address of the Business firm
• Nature of Business
• List of products and services to be sell in GeM
• Owner’s name
• Owner’s Aadhar or PAN number
• Type of Firm
• E-mail ID
• Mobile No.
• Bank Account details(A/C holder name, Account number, IFSC code, DOB)
• Did you file Income Tax Return?

Step 3- Make online payment to process your Application with their Secured Payment Gateway.

Step 4- Schedule Callback.
(Schedule a callback for validation)

Step 5– Validate and complete registration
(Recieve a call from the validation department and complete your registration)

So, above mentioned are some of the steps that you need to go through while working on the GeM seller registration procedure.

GeM Registration Fee:

To be clear, there is no registration fee for sellers. The GeM registration process is entirely free for all sellers and businesses. However, effective June 1st, 2020, the Govt of India has introduced a monetization policy within GeM portals, which is applicable to all sellers.

This is how it works:

• Once a seller crosses Seller Merchandise Value (SMV) of Rs 20 lakh in a year, then they will be required to pay a one-time fee of Rs 10,000 to stay active on the GeM portal as a seller.
• In case a seller has already exceeded SMV of Rs 20 lakh, then a transaction charge will be levied on all orders of Rs 5 lakh or more value. It will depend on the value of the goods and services being offered.
• In case the order value is between Rs 5 lakh to Rs 50 crore, then a 0.5% transaction fee will be charged from the sellers.
• If the order value is between Rs 50 crore and less than Rs 100 crore, then 0.5% is charged for Rs 50 crore (which is Rs 25 lakh) + 0.4% for next Rs 50 crore (which is Rs 20 lakh) + 0.3% charge of value above Rs 100 crore of goods.
• If the order value is more than Rs 200 crore, then 0.5% is charged for Rs 50 crore (which is Rs 25 lakh) + 0.4% for next Rs 50 crore (which is Rs 20 lakh) + 0.3% charge for the next Rs 100 crore (which is Rs 30 lakh) + 0.2% of order value above Rs 200 crore.

In case any product is returned or refunded, then the subsequent charges will be rolled back.

If you are not satisfied with services provided by the company or the seller, then file a complaint online at Voxya, an online consumer complaint forum trusted by 85,500+ consumers across India.