Citizen's charter
Published standards of service, against which the Bureau may be measured by any citizen it assists. The Bureau holds itself to these standards before it holds any institution to theirs.
Vision
दृष्टिA country in which no grievance against a bank, insurer or public office goes unanswered for want of the means to press it.
Vision of the Citizen Grievance Bureau
Mission
ध्येयTo place each citizen's grievance, in proper form and in proper order, before the officer or forum answerable for it, and to keep it there until a reasoned answer is given, at no cost to the citizen.1
Standards of service
सेवा मानकThe period within which each service is rendered, the desk responsible, and the event from which the period is counted. Working days exclude Sundays and national public holidays.
to acknowledge a grievance and allot a Registry Number
to issue the first representation after Form CGB-2 is signed
to escalate after an institution's due date lapses
payable by the citizen for any service in this charter
| Service | Standard | Responsible | Counted from |
|---|---|---|---|
| Acknowledgement of a grievance with a Registry Number | 1 working day | Case Registry | Receipt of Form CGB-1 |
| Explanation of the citizen's documents and available remedies | 3 working days | Case Desk | Registration |
| Request for any particulars or documents still required | 3 working days | Case Desk | Registration |
| Issue of the first representation (Form CGB-3) | 5 working days | Case Desk | Receipt of signed Form CGB-2 |
| Escalation on lapse of the institution's due date (Form CGB-4) | 2 working days | Escalation Desk | Due date of the reply |
| Filing before the Ombudsman or competent forum, once eligible | 7 working days | Escalation Desk | Date of eligibility |
| Forwarding to the citizen a reply received from an institution | 1 working day | Case Registry | Receipt of the reply |
| Confirmation of genuineness to an institution | 2 working days | Verification Desk | Receipt of the query |
| Supply of the complete record of a matter to the citizen | 3 working days | Case Registry | Receipt of the request |
| Reply to a complaint about the Bureau's own conduct | 7 working days | Grievance Officer | Receipt of the complaint |
| Erasure of the citizen's documents after closure | 30 days | Case Registry | Closure (Form CGB-5) |
These standards are the Bureau's own commitments and do not bind any respondent institution. Where a standard is not met, the citizen is informed in writing with reasons and a revised date.3
Mode of service
सेवा का माध्यम- 4.1
Written, by email. Grievances are received, matters pursued and replies issued by email from addresses on the domain cgb.org.in. A record exists of every exchange.
- 4.2
Languages. A citizen may write in Hindi, English or any other language, and receives the Bureau's explanation in the same language. Representations to institutions issue in English, with a summary in the citizen's language on request.
- 4.3
Copy to the citizen. The citizen is copied on each representation and memorandum, and receives each reply within one working day of its receipt.
Undertakings
परस्पर दायित्वA matter succeeds on the record. Both sides of the record carry obligations.
The citizen may expect
- Courtesy, and explanations in the citizen's own language.
- A Registry Number for the matter, quoted in all correspondence.
- A copy of every letter issued and every reply received.
- Written reasons for any decision not to proceed.
- Written notice of any delay in the Bureau's own standards.
- Confidentiality of documents and personal data.4
- Closure only with the citizen's consent or on a forum's decision.
The Bureau asks of the citizen
- True and complete particulars, and documents as held.
- A reply to the Bureau's requests within seven days.
- Notice of any reply or settlement received directly.
- Correspondence only from the email address registered.
- No payment to any person claiming to act for the Bureau.
- No disclosure of any OTP, PIN, password or full card number.
- Continued payment of dues not in dispute.
Matters the Bureau may decline
जिन मामलों को अस्वीकार किया जा सकता हैA matter is declined only with written reasons, and the citizen is told which forum remains open.
- 6.1
A matter already pending before a court or tribunal, except to refer the citizen for free legal aid.
- 6.2
A matter already decided on its merits by an Ombudsman or Consumer Commission, save for any appeal the governing scheme allows.
- 6.3
A grievance without the name and email address of the citizen, or submitted on behalf of a citizen without that citizen's signed authority.
- 6.4
A request whose object is to conceal an asset, delay recovery of an admitted debt, or defeat a lawful order.
- 6.5
A grievance resting on particulars the citizen knows to be false, or pursued through abuse of the Bureau's staff.
- 6.6
A matter outside India, or against a person who is not an institution or public office.
Redress against the Bureau
ब्यूरो के विरुद्ध शिकायतA citizen dissatisfied with the Bureau has the same right of escalation the Bureau secures against institutions.
- STAGE 1
Case Registry
Write quoting the Registry Number. The desk concerned replies within three working days.
case@cgb.org.in - STAGE 2
Grievance Officer of the Bureau
If the reply is late or inadequate. A reasoned decision issues within seven working days, independently of the desk concerned.
grievance@cgb.org.in - AT ANY STAGE
Withdrawal of authority
The citizen may revoke Form CGB-2 and pursue the matter directly. The complete file is handed over within three working days.
Written notice to case@cgb.org.in
Review of the charter
चार्टर की समीक्षा- 8.1
This charter is reviewed once a year. The next review falls due in October 2027.
- 8.2
Suggestions for its improvement may be sent by any citizen or institution to grievance@cgb.org.in and are considered at the review.
- 8.3
A revised standard applies only to matters registered after its publication, unless it is more favourable to the citizen.
Case Registry
A grievance left unanswered is a grievance not yet registered.