# DIGIT Complaints Management

The **DIGIT Complaints Management (CMS)** is a web and mobile platform for registering and resolving public grievances. Citizens submit complaints anytime, from anywhere. Municipal staff resolve them within defined SLAs. The system is configurable, omni-channel, and built on the open-source DIGIT platform.

{% hint style="info" %}
**CMS was formerly known as Public Grievance Redressal (PGR).** You may see references to the older name in some parts of the documentation and user manuals.
{% endhint %}

***

## Get Started By Role

{% tabs %}
{% tab title="🧑‍💻 Developers" %}
You are setting up, configuring, or extending the CMS. Start with the architecture, then move through setup → configure → customise.

**Your path:** [Solution Architecture](/complaints-management/design/architecture/solution-architecture.md) → [Quick Install](/complaints-management/deploy/setup/quick-install.md) → [Configure](/complaints-management/deploy/configure.md) → [Customise](/complaints-management/deploy/customise.md)

**Key references:**

* [API Specs](/complaints-management/design/architecture/complaints-api-specs.md)
* [Data Model](/complaints-management/design/architecture/data-model.md)
* [Workflows](/complaints-management/access/pgr-functional-specifications/pgr-workflows.md)
* [Setup Infrastructure](/complaints-management/deploy/setup/production-setup/setup-infrastructure.md)
  {% endtab %}

{% tab title="📋 Product Managers" %}
You are understanding capabilities, managing rollout, or reviewing performance. Start with functional specs, then workflows and release notes.

**Your path:** [Functional Specifications](/complaints-management/access/pgr-functional-specifications.md) → [Workflows](/complaints-management/access/pgr-functional-specifications/pgr-workflows.md) → [User Manuals](/complaints-management/access/pgr-user-manual.md) → [Release Notes](/complaints-management/digit-complaints-management/release-notes.md)

**Key references:**

* [Complaint Types List](/complaints-management/access/pgr-functional-specifications/complaint-types-list.md)
* [Citizen User Manual](/complaints-management/access/pgr-user-manual/citizen-user-manual.md)
* [Employee User Manual](/complaints-management/access/pgr-user-manual/employee-user-manual.md)
* [Roadmap](/complaints-management/community/roadmap.md)
  {% endtab %}

{% tab title="🏛️ Program Teams" %}
You are planning rollout across departments, ULBs, or states. Focus on governance, tenancy, and SLA design.

**Your path:** [Functional Specifications](/complaints-management/access/pgr-functional-specifications.md) → [User Personas](/complaints-management/design/architecture/user-personas.md) → [Master Data Templates](/complaints-management/deploy/configure/master-data/master-data-templates.md) → [SLA Configuration](/complaints-management/deploy/configure/service-level-agreement-sla.md)

**Key references:**

* [Tenancy Setup](/complaints-management/design/architecture/tenancy.md)
* [Boundary Hierarchy](/complaints-management/design/architecture/boundary-hierarchy.md)
* [Localisation](/complaints-management/deploy/configure/localisation.md)
  {% endtab %}
  {% endtabs %}

***

## Browse By Category

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th><th data-hidden data-card-cover data-type="files"></th></tr></thead><tbody><tr><td><strong>📖 Functional Specs</strong></td><td>Feature scope, workflows, complaint types, and user personas — the complete functional picture of CMS.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/-MgiGQxtxe7biC88ewNv">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/-MgiGQxtxe7biC88ewNv</a></td><td></td></tr><tr><td><strong>📐 Architecture</strong></td><td>Solution design, data model, API specs, sequence diagrams, and domain configuration.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/GHAzeyiAkUhAMZFFkQJa">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/GHAzeyiAkUhAMZFFkQJa</a></td><td></td></tr><tr><td><strong>🚀 Setup &#x26; Install</strong></td><td>Quick install on AWS, production deployment, first-run configuration, and troubleshooting FAQ.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/6X5OGKV2Zhxvc0FkgFOc">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/6X5OGKV2Zhxvc0FkgFOc</a></td><td></td></tr><tr><td><strong>⚙️ Configuration</strong></td><td>All 13 configuration areas — workflow, MDMS, SLA, Inbox v2, notifications, boundary, S3, and more.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/hI3p7ZVpZL3mJF4KzaWu">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/hI3p7ZVpZL3mJF4KzaWu</a></td><td></td></tr><tr><td><strong>🎨 Customise</strong></td><td>Frontend (React) and backend (Spring Boot) customisation guides for adapting CMS to local needs.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/RBERr5rhejAuacuD9apl">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/RBERr5rhejAuacuD9apl</a></td><td></td></tr><tr><td><strong>📚 User Manuals</strong></td><td>Step-by-step guides for citizens, employees, and counter service representatives.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/-MgiGQy0Fv7p3SbGnLHT">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/-MgiGQy0Fv7p3SbGnLHT</a></td><td></td></tr></tbody></table>

***

## Setup & Installation

{% stepper %}
{% step %}

#### Install the platform

Choose your deployment path first. Use **Quick Install** for a 1-click AWS deployment with default master data pre-loaded. Use **Production Setup** for a full Kubernetes deployment.

[Quick Install](/complaints-management/deploy/setup/quick-install.md) → [Production Setup](/complaints-management/deploy/setup/production-setup.md)
{% endstep %}

{% step %}

#### Complete pre-deployment configuration

Complete all required configurations before deploying the `ccrs-services` image. Follow this order: Workflow → Master Data → Localisation → Persister → SLA → IDGen → Inbox v2 → Indexer → Boundary → SMS/Email → Google Maps → S3 → Common Guidelines.

[Configuration Reference](/complaints-management/deploy/configure.md)
{% endstep %}

{% step %}

#### Load ULB data after deployment

After deployment, use **DIGIT Workbench** to load ULB-specific data such as departments, complaint types, and user roles. Quick Install already pre-loads baseline data through the Default Data Handler.

[Get Started](/complaints-management/deploy/setup/get-started.md)
{% endstep %}

{% step %}

#### Go live and customise

Run go-live checks next. Validate dashboards and SMS templates, then onboard users. Customise the frontend or backend as needed.

[Customise](/complaints-management/deploy/customise.md) → [FAQ](/complaints-management/deploy/setup/faq.md)
{% endstep %}
{% endstepper %}

***

## Architecture At A Glance

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Solution Architecture</strong></td><td>CMS service, Inbox v2, MDMS, IDGen, Persister, Indexer, Kafka, Elasticsearch — and how they connect.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/tn4fKtfoViMXjYwMko7F">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/tn4fKtfoViMXjYwMko7F</a></td></tr><tr><td><strong>API Specs</strong></td><td>Full REST endpoint definitions, request/response schemas, and authentication for the CMS backend.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/oCJCgBF7qSXlnPp8ByDU">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/oCJCgBF7qSXlnPp8ByDU</a></td></tr><tr><td><strong>Data Model</strong></td><td>PostgreSQL schema, entity relationships, and field-level definitions for complaints, assignments, and audit.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/afh24wG3WdmnJ6g7Oor8">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/afh24wG3WdmnJ6g7Oor8</a></td></tr><tr><td><strong>Sequence Diagrams</strong></td><td>Service interaction flows for create, update, search, and notification operations.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/dC8eHpbJfO1aksSBdh7P">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/dC8eHpbJfO1aksSBdh7P</a></td></tr><tr><td><strong>CMS Workflows</strong></td><td>State machine: registration → assignment → resolution → closure → reopen. Roles and actions per stage.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/EE9WpmvKnJaRa1Pa8clf">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/EE9WpmvKnJaRa1Pa8clf</a></td></tr><tr><td><strong>User Personas</strong></td><td>Citizen, Assigning Officer, Last Mile Employee, CSR — roles, permissions, and access scope.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/X7Kr9xffRBej6K4Tk0t6">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/X7Kr9xffRBej6K4Tk0t6</a></td></tr></tbody></table>

***

## Configuration Reference

{% hint style="warning" %}
All configurations below must be loaded **before** deploying the `ccrs-services` application image. Complete them in the numbered order.
{% endhint %}

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>01 · Workflow</strong></td><td>Lifecycle stages, transitions, actors, and actions for the complaint journey.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/mNyWwfOhM6X3CpjcPYo3">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/mNyWwfOhM6X3CpjcPYo3</a></td></tr><tr><td><strong>02 · Master Data (MDMS)</strong></td><td>Service definitions, complaint types, departments, roles, and ULB info.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/UvgWpGxMu2N2ZjJ0xnXR">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/UvgWpGxMu2N2ZjJ0xnXR</a></td></tr><tr><td><strong>03 · Localisation</strong></td><td>Translations for UI labels, error messages, and service names across all languages.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/QkCSdCVjXnJbhtDjEMK0">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/QkCSdCVjXnJbhtDjEMK0</a></td></tr><tr><td><strong>04 · Persister</strong></td><td>PostgreSQL DB mappings for all CMS-related Kafka topic events.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/TaTVqsBrZXyv1RQ5u72F">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/TaTVqsBrZXyv1RQ5u72F</a></td></tr><tr><td><strong>05 · SLA</strong></td><td>Service-level agreements per complaint type and department. Auto-escalation on breach.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/dnDKnK7iKKUrjsZwGmcc">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/dnDKnK7iKKUrjsZwGmcc</a></td></tr><tr><td><strong>06 · ID Generation</strong></td><td>Format patterns and sequences for generating unique complaint ticket numbers.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/jelLLz16sGEHLf7vJQo0">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/jelLLz16sGEHLf7vJQo0</a></td></tr><tr><td><strong>07 · Inbox v2 &#x26; Elasticsearch</strong></td><td>Advanced inbox filtering and fast search for the v2.11 release baseline.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/WeGmrjkI0NOEY2KBnKyE">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/WeGmrjkI0NOEY2KBnKyE</a></td></tr><tr><td><strong>08 · Indexer</strong></td><td>Elasticsearch indexing configuration for complaint search and reporting.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/ticSKUkfF6Qi5TYv3TWE">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/ticSKUkfF6Qi5TYv3TWE</a></td></tr><tr><td><strong>09 · Boundary</strong></td><td>Geospatial boundaries with backend validation and configurable hierarchy support in v2.11.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/DUDI8uF3XU6i8EJ9MzFi">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/DUDI8uF3XU6i8EJ9MzFi</a></td></tr><tr><td><strong>10 · SMS &#x26; Email</strong></td><td>Notification templates per event type across SMS, WhatsApp, and email channels.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/YLrDzPxYelszp6acI7Pd">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/YLrDzPxYelszp6acI7Pd</a></td></tr><tr><td><strong>11 · Google Maps</strong></td><td>GIS location integration for citizen complaint location capture.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/Ly05SC4Q3oLMUMNultOv">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/Ly05SC4Q3oLMUMNultOv</a></td></tr><tr><td><strong>12 · AWS S3</strong></td><td>Object storage for complaint photos and file attachments.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/2Nc2PPMFbXgsjqisOpod">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/2Nc2PPMFbXgsjqisOpod</a></td></tr><tr><td><strong>13 · Common Guidelines</strong></td><td>Cross-cutting configuration patterns and best practices reference.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/nNJ7sDfAM3hmvfsNepzD">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/nNJ7sDfAM3hmvfsNepzD</a></td></tr><tr><td><strong>14· WhatsApp Setup Guide</strong></td><td>Instructions for configuring the end-to-end WhatsApp notification ecosystem</td><td></td></tr></tbody></table>

***

## What's New — v2.11

{% hint style="success" %}
**CMS v2.11** adds a provider-agnostic notification layer, new configuration services, and stronger local setup tooling.
{% endhint %}

**Highlights:**

* **Provider-agnostic notifications** — Route SMS and WhatsApp through configurable providers without code changes.
* **New platform services** — Add **Config Service**, **User Preferences Service**, and **Novu Bridge**.
* **Bidirectional WhatsApp support** — Support consent, template resolution, and richer event payloads.
* **Improved setup and operations** — Add Docker Compose, Kind + Tilt, DataLoader v2, and broader test coverage.

For the full change log, build details, and known issues, use the release references below.

[Full Release Notes](/complaints-management/digit-complaints-management/release-notes.md) → [Service Build Updates](/complaints-management/digit-complaints-management/release-notes/mdms-configuration-and-service-build-updates.md) → [Test Cases](/complaints-management/digit-complaints-management/release-notes/test-cases.md) → [Migration Guide](/complaints-management/digit-complaints-management/release-notes/migration-guide.md)

***

## Key Concepts

{% hint style="info" %}
New to DIGIT CMS? These four concepts underpin everything else in the system.
{% endhint %}

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Tenancy</strong></td><td>How ULBs and states are isolated. Each tenant has its own data, configuration, and user base within a shared DIGIT instance.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/pSZt13Rc7T46i6w2ViCP">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/pSZt13Rc7T46i6w2ViCP</a></td></tr><tr><td><strong>Boundary Hierarchy</strong></td><td>State → District → ULB → Ward → Zone. Complaint locations and assignment routing depend on this hierarchy being correctly configured.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/J4nyEv267BwmGIi3L4uz">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/J4nyEv267BwmGIi3L4uz</a></td></tr><tr><td><strong>Masters List</strong></td><td>All MDMS master configurations — departments, complaint categories, service codes, and DIGIT-specific data structures that drive the system.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/gI0P8KuwS2Z8uKr9MGHe">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/gI0P8KuwS2Z8uKr9MGHe</a></td></tr><tr><td><strong>Default Data Handler</strong></td><td>Provides baseline master data on installation so v2.11 works out of the box with minimal manual MDMS setup.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/YJ6jBlRdmMQecNeOTC9b">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/YJ6jBlRdmMQecNeOTC9b</a></td></tr></tbody></table>

***

## Community Resources

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>⭐ Source Code</strong></td><td>Full CMS codebase on GitHub — frontend React micro-frontends and backend Spring Boot microservices.</td><td><a href="https://github.com/egovernments/Citizen-Complaint-Resolution-System/tree/master/">https://github.com/egovernments/Citizen-Complaint-Resolution-System/tree/master/</a></td></tr><tr><td><strong>🗺️ Roadmap</strong></td><td>Planned features, upcoming releases, and the long-term direction for the CMS module.</td><td><a href="/spaces/jXXjB2bSqCC6E6B5s39Y/pages/iqC7gQq8Dxxv2txVZA55">/spaces/jXXjB2bSqCC6E6B5s39Y/pages/iqC7gQq8Dxxv2txVZA55</a></td></tr><tr><td><strong>🧪 Try the Sandbox</strong></td><td>Explore a live demo of CMS without any setup. Includes citizen and employee interfaces.</td><td><a href="https://sandbox.digit.org/sandbox-ui/">https://sandbox.digit.org/sandbox-ui/</a></td></tr></tbody></table>

{% embed url="<https://egov.org.in/contact-us/>" %}


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