Frequently Asked Questions (FAQs)

Q1: Can I submit both a complaint and a suggestion?

A1: Yes. You can choose either Complaint or Suggestion when filling out the form. You may submit multiple entries at any time.

Q2: Do I need to provide my mobile number?

A2: Yes. A 10-digit mobile number is mandatory because it helps us verify your identity, contact you if needed, and let you track your complaint history.

Q3: Can I submit a complaint without my email address?

A3: Yes. Email is optional, but providing it helps us reach you more easily.

Q4: Why do I need to select a “Seriousness” level?

A4: The seriousness level (Low, Medium, High, Critical) helps our team prioritize issues so that urgent matters get attention first.

Q5: What should I include in the description?

A5: Please explain your issue or suggestion clearly. Minimum 100 characters and maximum 1500 characters are required so we can understand the matter fully.

Q6: How do I track my earlier complaints?

A6: You can enter your registered mobile number in the Track Earlier Complaints section to view the history and responses to past submissions.

Q7: What if I cannot find my past complaints in the tracker?

A7: If no records are found, the page will display a message stating the history could not be found for that mobile number.

Q8: Will my suggestion also receive a response?

A8: Yes. Suggestions are reviewed, and if necessary, our team responds or takes action based on feasibility.

Q9: How long does it take to receive a response to a complaint?

A9: Response times vary depending on the seriousness level you select, but we aim to respond as quickly as possible.

Q10: Can I update or edit a complaint after submitting it?

A10: At the moment, the system does not allow editing of submitted complaints. You may submit a new complaint referencing the earlier one if needed.

Q11: Is my information kept private?

A11: Yes. Your personal details (mobile number, email, etc.) are used only for communication and verification and are not shared publicly.

Q12: What is “Preferred Contact”?

A12: You can mention how you want us to contact you — by mobile or email. Without a preference, we choose the best available method.

Q13: Is the form protected from spam or misuse?

A13: Yes. Google reCAPTCHA is enabled to ensure only real users can submit forms.

Q14: Can I submit a complaint on behalf of someone else?

A14: Yes, as long as you provide a valid mobile number for tracking and communication.

Q15: Why is a minimum of 100 characters required for the description?

A15: It ensures that you provide enough information for us to understand and resolve the issue effectively.