> For the complete documentation index, see [llms.txt](https://docs.digit.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.digit.org/health/design/architecture/low-level-design/services/health-services/complaints-service.md).

# Complaints Service

## Overview

The **Complaints Service** manages complaint and grievance workflows in HCM. It lets citizens raise complaints, track progress, and receive status updates as the complaint moves through the workflow.

#### Core entities

The service uses the following core entities:

* **PGREntity** — Top-level wrapper for the complaint service payload and workflow data.
* **Service** — Complaint details, including the complaint owner.
* **Workflow** — Action, comments, documents, and workflow metadata for each transition.
* **Citizen** — User record for the person filing the complaint or the person represented.
* **Address** — Location details linked to the complaint.
* **Notification** — SMS or event notification sent when the complaint status changes.

## Dependencies

* egov-user
* egov-localization
* egov-idgen
* egov-mdms
* egov-persister
* egov-notification-sms
* egov-notification-mail
* egov-hrms
* egov-workflow-v2
* egov-url-shortening

## Configurable Properties

<table><thead><tr><th width="187.00390625">Environment variable</th><th width="396.70703125">Description</th><th>Value</th></tr></thead><tbody><tr><td><code>pgr.complain.idle.time</code></td><td>Time after which the citizen cannot reopen the complaint.</td><td><code>864000000</code></td></tr><tr><td><code>pgr.default.offset</code></td><td>Default offset for search requests.</td><td><code>0</code></td></tr><tr><td><code>pgr.default.limit</code></td><td>Default limit for search requests.</td><td><code>100</code></td></tr><tr><td><code>pgr.search.max.limit</code></td><td>Maximum records returned by a search request.</td><td><code>200</code></td></tr><tr><td><code>notification.sms.enabled</code></td><td>Enables or disables SMS notifications.</td><td><code>true</code></td></tr><tr><td><code>egov.user.event.notification.enabled</code></td><td>Enables or disables event notifications.</td><td><code>true</code></td></tr></tbody></table>

## API Details

{% embed url="<https://editor.swagger.io/?url=https://raw.githubusercontent.com/egovernments/municipal-services/master/docs/pgr-services.yml>" %}

**Base path:** `/pgr-services/v2/[API endpoint]`

### Endpoints

* **Create complaint** — `POST /_create`\
  Creates a new complaint in the system.
* **Update complaint** — `POST /_update`\
  Updates complaint details and performs workflow actions.
* **Search complaints** — `POST /_search`\
  Searches complaints using supported filter parameters. Default offset and limit apply when omitted.
* **Count complaints** — `POST /_search`\
  Returns the total number of complaints matching the search criteria.

### Event topics

#### Kafka consumers

* None

#### Kafka producers

* `save-pgr-request` — Creates a new complaint.
* `update-pgr-request` — Updates an existing complaint.

{% hint style="info" %}

### Changes in HCM v2.1

HCM v2.1 did not change APIs, business logic, database schema, or Kafka topics.

* Tracer dependency bumped from `2.9.0-SNAPSHOT` to `2.9.1-SNAPSHOT` (`9df5d1c`).
* The OpenTelemetry artefacts shipped by the 2.9.1 tracer line (`opentelemetry-instrumentation-bom-alpha`, `opentelemetry-spring-boot-starter`) are **excluded** from the tracer dependency (`6381637`), so pgr-services opts out of the tracer's OTel auto-instrumentation.
* The per-service `DataAccessExceptionHandler` (HCMPRE-1870 DB-error masking) rolled out to other health services in v2.1 was **not** added to pgr-services in this window.
  {% endhint %}


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