Independent Non-governmental No fee is payable at any stage.1
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नागरिक शिकायत ब्यूरो Citizen Grievance Bureau Independent grievance redressal desk for the citizens of India
Case Registrycase@cgb.org.in
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स्वतंत्रता की घोषणा

Statement of independence

The Bureau's standing rests on one condition: that it answers to no institution it writes to. This statement sets out the terms on which that condition is kept, and the means by which any citizen may hold the Bureau to them.

Document
CGB/ADM/2026/02
Issued
October 2026
Review
Annual
Status
In force
Citizen Grievance Bureauनागरिक शिकायत ब्यूरो
No. CGB/ADM/2026/02Issued by the Case Registry

Declaration of Independence and Non-Affiliation

Made by the Citizen Grievance Bureau for the information of citizens, institutions and the public

The Citizen Grievance Bureau declares that it shall conduct its affairs on the following terms, and that any departure from them may be reported by any person to the Grievance Officer of the Bureau.

ARTICLE 1Funding

  1. 1.1The Bureau receives no funds, grants, sponsorship, advertising revenue or services in kind from any bank, card issuer, non-banking financial company, insurer, collection or recovery agency, government department or political organisation.
  2. 1.2No support of any kind shall be accepted from a person or body against whom the Bureau has registered, or is likely to register, a grievance.
  3. 1.3Any source of support proposed to be accepted in future shall be entered in the Register of support on this page before it is accepted.

ARTICLE 2No fee from the citizen

  1. 2.1No fee, commission, success fee, reimbursement, gift or donation is payable by a citizen at any stage, before registration, during the matter or after its closure.1
  2. 2.2A demand for money made in the Bureau's name, by any person and through any channel, is unauthorised and shall be reported to the Case Registry and to the police.

ARTICLE 3Non-affiliation

  1. 3.1The Bureau is not a government body, exercises no statutory power and has no authority to compel any institution. Its strength is the record it keeps.
  2. 3.2The Bureau is not affiliated with, recognised by, licensed by or acting for the Reserve Bank of India, IRDAI, any bank, insurer, regulator or government department.2
  3. 3.3The names of regulators, ombudsmen, portals and authorities appear in the Bureau's correspondence and publications solely to identify the public redress channels the governing rules provide.

ARTICLE 4Political and religious neutrality

  1. 4.1The Bureau takes no position on any political party, candidate, religion or community, and no person shall use the Bureau's name, seal or correspondence in any political activity.
  2. 4.2Grievances are registered and pursued without regard to the caste, creed, religion, gender, political belief, language or place of origin of the citizen, or the identity of the institution.

ARTICLE 5Conflicts of interest

  1. 5.1No person shall handle a grievance against an institution in which that person is employed, holds an interest, or has a dispute of their own pending.
  2. 5.2Where a conflict arises in the course of a matter, the matter is reallocated and the citizen is informed in writing.
  3. 5.3No person handling a matter shall accept employment, consultancy, hospitality or any benefit from the respondent while the matter is pending, or for twelve months after its closure.

ARTICLE 6No legal practice

  1. 6.1The Bureau is not a law firm. It does not give legal advice, draft pleadings, or appear before any court or tribunal.
  2. 6.2The Bureau acts as the citizen's authorised representative only before forums whose governing scheme permits a representative other than an advocate.3
  3. 6.3Where a matter must proceed before a court, the Bureau refers an eligible citizen to the District Legal Services Authority and does not recommend any individual advocate.4

ARTICLE 7Conduct towards institutions

  1. 7.1The Bureau's correspondence states facts, dates, documents and the provisions engaged. It contains no threat and no demand beyond what the governing rules require.
  2. 7.2The Bureau does not name or accuse any individual officer in public, and leaves findings of misconduct to the institution's vigilance process and the regulator.
  3. 7.3No citizen's matter is published or disclosed to the press without that citizen's written consent.

ARTICLE 8Accountability

  1. 8.1A complaint about any breach of this statement may be made to the Grievance Officer of the Bureau, who reports on it independently of the desk concerned.
  2. 8.2This statement is reviewed annually. Any amendment is dated, published on this page and does not apply to a matter registered before it, if it would disadvantage the citizen.
Registrar, Case RegistryCitizen Grievance Bureau
cgb.org.in
Schedule

Register of support

सहायता का रजिस्टर

Every source of funds or services in kind accepted by the Bureau is entered here before it is accepted, under Article 1.3.

EntrySourceNature of supportDate accepted
No support has been accepted from any source as on the date of this statement.
Schedule

How independence is verified

स्वतंत्रता का सत्यापन

Any citizen or institution may test the Bureau against this statement.

  1. i

    Correspondence. Every representation is issued from an address on the domain cgb.org.in, under a Registry Number and a Letter of Authority signed by the citizen. An institution may confirm any of them by writing to case@cgb.org.in with the subject "Verification".

  2. ii

    Money. The Bureau has no bank account published for citizens and issues no payment link, QR code or invoice. Any such request is not from the Bureau.

  3. iii

    Records. A citizen may at any time ask for the complete record of their matter, including each letter issued and received, and it is supplied within three working days.

Case Registry

A grievance left unanswered is a grievance not yet registered.

Register a grievance case@cgb.org.in