Introduction
The Digital ULB platform is committed to providing excellent service to all our users. We recognize that sometimes things may not go as planned, and we want to make it easy for you to tell us when you're not satisfied with our services. This Grievance Policy outlines our approach to handling complaints and ensuring fair resolution.
We value your feedback as it helps us improve our services. All grievances will be treated seriously, investigated thoroughly, and resolved as quickly as possible while maintaining transparency and fairness.
Definition of a Grievance
A grievance is defined as any expression of dissatisfaction about the standard of service, actions, or lack of action by Digital ULB or its staff affecting an individual user or group of users.
This includes, but is not limited to:
- Service delivery issues
- Problems with staff behavior or attitude
- Dissatisfaction with policies or procedures
- Billing or payment disputes
- Privacy or data security concerns
- Accessibility issues
Grievance Submission Process
Users can submit grievances through the following channels:
- Online Portal: Through the Grievance section on the Digital ULB website
- Email: info@nppdeoria.in
- Mobile App: Using the 'Report Issue' feature in the Digital ULB mobile application
- In-Person: At any Nagar Nigam office during working hours
- Phone: Call our helpline at 01341 - 221745
When submitting a grievance, please provide as much detail as possible including:
- Your contact information
- Date and time of the incident (if applicable)
- Description of the issue
- Any supporting documents or evidence
- Your preferred resolution
Resolution Timeline
We are committed to resolving grievances in a timely manner. The following table outlines our standard resolution timelines:
| Grievance Type |
Acknowledgement |
Resolution Time |
| Simple Issues (e.g., information requests) |
Within 24 hours |
3 working days |
| Standard Issues (e.g., service complaints) |
Within 24 hours |
7 working days |
| Complex Issues (e.g., technical problems, policy matters) |
Within 48 hours |
15 working days |
| Legal or Regulatory Matters |
Within 72 hours |
30 working days (or as per statutory requirements) |
If we need more time to resolve your grievance, we will inform you of the delay and provide regular updates until resolution.
Escalation Process
If you are not satisfied with the initial resolution of your grievance, you may escalate it through the following levels:
- Level 1: Customer Support Representative (initial contact)
- Level 2: Department Manager (if unresolved after 5 working days)
- Level 3: Grievance Redressal Officer (if unresolved after 10 working days)
- Level 4: Municipal Commissioner (if unresolved after 15 working days)
At each escalation level, the concerned authority will review your case independently and provide a fresh perspective to the resolution process.
Confidentiality & Non-Retaliation
All grievances will be handled with strict confidentiality. Information will only be shared with those who need it to investigate and resolve the matter.
We prohibit retaliation against anyone who raises a genuine grievance in good faith. If you believe you're experiencing retaliation, please report it immediately through our whistleblower channel.
Contact Information
For any questions about this policy or to submit a grievance, please contact us through any of the following methods: