Get Started
Getting Started with the Complaints Resolution System
Welcome! This guide will help you log in and begin using the Complaints Resolution module, whether you’re an Admin, Staff member, or Citizen. Just follow the steps below based on your role.
Who Are You? What Should You Do?
Administrator
A country, state or city official OR an IT person managing system setup & configuration
Set up complaint categories, assign SLAs, configure routing, manage users & workflows
Citizen
A resident using the portal to file a complaint
Submit complaints, track status, and give feedback
Customer Service Representative (Helpdesk)
A government employee or authorized staff helping citizens at the front desk or call center.
Log complaints for citizens, update statuses, and assist with queries
Support Team
Technical support staff
Help with monitoring, troubleshooting, and keeping the system running smoothly
Grievance Redressal Officer (GRO)
A Grievance Redressal Officer is typically a government employee who helps in routing complaints to the right person for resolution.
Review and act on complaints assigned to him/her and assign it to the correct person for resolution.
Last Mile Employee (LME)
Field staff or technician
Take action on specific complaints (e.g., site visits, physical resolution)
🔐 How to Log In
🧑💼 Employee Portal
GROs, CSRs, LMEs, and Administrators should log into the employee portal to manage their daily activities.
URL:
https://<your-domain>/digit-ui/employeeUse one of the demo credentials below to log in, depending on the persona you'd like to explore:
Administrator
ADMIN
eGov@123
City A
Customer Service Representative (HelpDesk)
CSR
Street Lights
eGov@123
City A
Grievance Routing Officer
GRO GB
Health & Sanitation
eGov@123
City A
GRO SL
Street Lights
eGov@123
City A
Last Mile Employee
LME GB
Health & Sanitation
eGov@123
City A
LME SL
Street Lights
eGov@123
City A
💡 Tip for Admins: After logging in with City A, you can switch to State A to perform state-level tasks like HRMS, localization, and workbench configurations.
🧍 Citizen Portal
Citizens trying to file complaints should log in using the information below:
URL:
https://<your-domain>/digit-ui/citizenUse the demo login below:
6555555555
123456
CITIZEN
State A
✅ Citizens can register with their mobile number or use the demo number provided above to explore the system.
What Should You Do After Logging?
Citizen
File a test complaint like "Water Leakage" or "Garbage Not Collected".
CSR (Helpdesk)
Create a sample complaint via the “Complaints” screen.
GRO or LME
Open your “Inbox” and act on assigned complaints.
Common Terms Explained
Tenant
A city or state environment within the system (e.g., “City A”, “State A”)
MDMS
Master Data Management System – used to define complaint types and departments
HRMS
Human Resource Management System – used to manage employees and user roles
Workflow
The step-by-step process a complaint follows, from submission to closure
Testing out the complaint lifecycle!
Once you're logged in and familiar with your role, you're ready to start using the Complaints Resolution System.
Log in as a citizen or a CSR
Navigate to "Create Complaints" from the home page
Create a complaint by following the steps in the UI
Note down the complaint number after successful creation of the complaint
Log in as the GRO
Navigate to the Inbox. Click on "Assigned to All" to see complaints assigned to the "GRO" role. You should see the complaint created in Step 3.
Click to open a complaint and click on "Take Action" and assign to an LME by selecting an employee name from the dropdown list. If no specific person is selected, then the complaint will be assigned to all users with the role of "LME"
Log in to the employee portal as an LME. Navigate to the Inbox and click on "Assigned to All". The complaint assigned to the LME in Step 7 will be visible.
Click on "Take Action" and click on "Resolve".
This will send the complaint back to the citizen for reopening.
Congratulations! You've now gone through the entire lifecycle of a complaint.
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