Terms of use

Acceptance. Use of this website, or registration of a grievance, constitutes acceptance of these terms. A citizen who does not accept them should not register a grievance.

Electronic record. These terms are an electronic record and require no physical or digital signature.³

Other instruments. These terms are read with the Citizen's charter, the Privacy and data protection notice and the Letter of Authority signed in each matter. Where they differ on a matter, the Letter of Authority prevails.

Language. These terms are published in English, with headings in Hindi. Where a translation differs from the English text, the English text prevails.

Free of charge. The Bureau charges no fee, commission or reimbursement, and accepts no gift or donation, at any stage.¹

Written correspondence. The Bureau corresponds by email from addresses on the domain cgb.org.in.

Authority. No representation issues to an institution until the citizen has signed the Letter of Authority. The Bureau acts only within the matter named in it, and only for as long as it remains in force.

Not legal practice. The Bureau does not give legal advice, does not draft pleadings, and does not appear before any court or tribunal. Where a complaint scheme permits an authorised representative who is not an advocate, the Bureau may act as one.⁴

Matters in court. Where a matter is pending before a court or tribunal, the Bureau refers the citizen to the Legal Services Authority for free legal aid.⁵

No money handled. The Bureau never receives, holds or transmits any money due to or from a citizen or an institution, including any settlement amount, refund or compensation.

Dues not in dispute. Registration of a grievance does not suspend any amount that the citizen does not dispute. Such amounts remain payable to the institution on their due dates.

Truth of particulars. The citizen states facts truly and completely, and sends documents as held, without alteration.

Own matter. The citizen registers a grievance only in a matter in which the citizen is a party, or under the written authority of the party.

Registered address. The citizen corresponds from the email address registered with the matter, and informs the Case Registry of any change in writing.

Notice of direct dealings. The citizen informs the Case Registry of any reply, offer or settlement received directly from the institution.

Proper object. The citizen does not use the Bureau to conceal an asset, delay recovery of an admitted debt, or defeat a lawful order.

Courtesy. The citizen addresses the Bureau and its desks with courtesy. A matter pursued through abuse may be closed with written reasons.

Security. The citizen never sends an OTP, PIN, password or full card number, and masks the Aadhaar number on any document.

No outcome guaranteed. The Bureau secures a timely and reasoned answer from the institution or forum. The decision on the merits belongs to that institution or forum, and the Bureau does not promise any refund, waiver, settlement or award.

Periods of others. Periods for reply fixed by an institution's policy or by the governing rules are stated for information. The Bureau cannot compel compliance with them, except by escalation in the manner the rules allow.

The Bureau's own standards. The Bureau's own periods of service are published in the Citizen's charter. Where a standard is not met, the citizen is told in writing, with reasons and a revised date.

Declining a matter. The Bureau may decline a matter on the grounds in Part 6 of the Citizen's charter, always with written reasons and with the name of the forum that remains open.

Letters and templates. Letters, templates and checklists on this website may be used freely by any citizen in that citizen's own matter, with or without the Bureau.

Name, seal and forms. The name of the Bureau, its seal and the form numbers CGB-1 to CGB-5 identify correspondence issued by the Bureau. No other person may use them, or any colourable imitation of them, to correspond with an institution or to seek money. Misuse is reported to the authorities.⁶

Fair use of the website. No person may attempt to disrupt this website, gain access to any part of it not published, or copy it in bulk for commercial use.

Links to other websites. Links to the websites of regulators, portals and institutions are given for convenience. The Bureau is not responsible for their content, availability or practices.

By the citizen. The citizen may revoke the Letter of Authority at any time, by email to case@cgb.org.in. The institution is informed within one working day, and the complete file is handed to the citizen within three working days.

By the Bureau. The Bureau may withdraw from a matter only for a reason stated in these terms or in the Citizen's charter, with written reasons and seven days' notice, and hands over the complete file.

Closure. A matter is closed by Closure Advice (Form CGB-5) on the citizen's consent, on the decision of a forum, or on withdrawal. Data is then dealt with as stated in the Privacy and data protection notice.

Decisions of others. The Bureau is not answerable for the decision, delay or conduct of any institution or forum.

General information. Information on this website is general, is not legal advice, and is reviewed periodically. Where it differs from the current text of the governing rules, the rules prevail. See the Disclaimer.

Extent. Nothing in these terms limits any liability that cannot be limited under the law of India, or any right of the citizen under the Consumer Protection Act, 2019 or any other law.

Revision. These terms may be revised. The revised version is published on this page with its effective date, and the record of versions below is updated.

Effect. A revision applies to matters registered after it takes effect. A revision more favourable to the citizen applies at once to all matters.

Governing law. These terms are governed by the laws of India.

Complaint first. A citizen dissatisfied with the Bureau may use the Complaint against the Bureau procedure, which is free and decided within seven working days.

Jurisdiction. Subject to any right a citizen holds under the Consumer Protection Act, 2019 to approach a forum nearer home, the courts at Jaipur, Rajasthan have jurisdiction in any dispute arising from these terms.⁷

Notices. Notices to the Bureau are sent to case@cgb.org.in. Notices to the citizen are sent to the email address registered with the matter.