Complaint against the Bureau

1. I
   DelayA standard in the Citizen's charter was not met, and you were not told why.
2. II
   Error in a letterA representation or memorandum misstated a fact, a date or your request.
3. III
   Action without instructionA letter issued, or a step was taken, beyond what you authorised in Form CGB-2.
4. IV
   Conduct of a deskDiscourtesy, an unexplained refusal, or a failure to answer your email.
5. V
   Handling of your dataDisclosure beyond the matter, or a data request not answered in time.
6. VI
   Decline or withdrawalThe Bureau declined your matter or withdrew from it, and you dispute the reasons.

1. STAGE 1

   The desk concerned

   Write to the Case Registry quoting the Registry Number. The desk handling the matter replies in writing within three working days.

   case@cgb.org.in
2. STAGE 2

   Grievance Officer of the Bureau

   If the reply is late or inadequate, or at once for a complaint about conduct. A reasoned decision issues within seven working days.

   grievance@cgb.org.in
3. AT ANY STAGE

   Withdrawal of authority

   Revoke Form CGB-2 and pursue the matter directly. The institution is informed within one working day, and the complete file is handed over within three.

   Written notice to case@cgb.org.in

These periods are the Bureau's own standards under the Citizen's charter.³

1. Within 1 working day
   AcknowledgementYour complaint is acknowledged with a complaint number in the form CGB/GR/[Year]/[Serial], and entered in the register of complaints.
2. Within 3 working days
   Reply of the deskAt Stage 1, the desk concerned replies in writing, stating what it did, why, and what it will now do.
3. Within 7 working days
   Decision of the Grievance OfficerAt Stage 2, the Grievance Officer examines the record and decides in writing, with reasons. The Grievance Officer takes no part in handling the matter complained of.
4. On decision
   Corrective actionAny direction is carried out within the period stated in the decision, and you are told when it has been.
5. If a period is missed
   Notice to youYou are told in writing, with reasons and a revised date. A missed period is itself entered as a ground of complaint in the register.

• Re-issue of a letterA corrected representation issues to the institution, with a covering note explaining the correction.
• Immediate escalationAn escalation that fell due and was not made is made at once.
• Correction or erasure of dataData wrongly held or disclosed is corrected or erased, and the recipient is asked in writing to do the same.
• Change of deskThe matter is placed with a different desk for the rest of its course.
• Written apologyWhere the Bureau was at fault, it says so in writing.
• Handover of the fileWhere you choose to proceed alone, the complete file is supplied to you within three working days.

Each year the Bureau publishes the number of complaints received against it, the stage at which each was resolved, and the share decided within the standard. No complainant is named.³

1. 7.1

   Proceed alone. You may revoke the Letter of Authority at any stage and pursue the matter directly, with the complete file and the record of dates the Bureau has kept.

2. 7.2

   Data grievances. A grievance about the handling of personal data that the Bureau does not resolve may be taken to the Data Protection Board of India.⁴

3. 7.3

   Other remedies. Nothing in this procedure bars recourse to any forum available to you in law.⁵