> 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/local-governance/v2.8/products/modules/public-grievances-and-redressal/pgr-user-manual.md).

# PGR User Manual

An illustrative guide to using the PGR module

The Public Grievance Redressal or the PGR is a standardized solution offering on the DIGIT platform to register and redress citizen grievances. It provides a transparent and trackable mechanism to solve public grievances by inducing responsive administration. PGR enables the citizens to file complaints using various channels and helps the municipal employees to resolve them timely.

## Key Features

* Citizens can lodge complaints, track, reopen and rate complaints through the web portal or the mobile application.
* ULB employees too can use the web or mobile interface to comment, forward, assign, verify, share, and resolve citizen complaints.

## User Roles

Refer to the table below to understand the different user roles and the scope of action linked to each role. The manual provides a detailed description of how to use the system for each role.

| User Role                              | Scope of Action                                                                                 | Role Description                                                              |
| -------------------------------------- | ----------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- |
| Citizens                               | <p>File Complaints</p><p>Track Complaints</p><p>Rate Complaints</p><p>Reopen Complaints<br></p> | Individuals and society groups/communities                                    |
| Customer Service Representatives (CSR) | <p>File Complaints</p><p>Track Complaints</p><p>Reopen Complaints<br></p>                       | Counter employees who assist citizens and register complaints on their behalf |
| Grievance Routing Officer (GRO)        | <p>Assign Complaints to FME</p><p>Rejects Complaints<br></p>                                    | ULB officers who assign complaints to concerned employees                     |
| First Mile Employee (FME)              | <p>Resolve Complaints</p><p>Share Complaints - Whatsapp/SMS</p><p>Request Re-assign<br></p>     | Employees who work on assigned complaints                                     |

## Using PGR

This section guides you through the details of using the PGR module for each role. Click on the relevant role below to learn more about how to use the PGR system.

* [Citizens](/local-governance/v2.8/products/modules/public-grievances-and-redressal/pgr-user-manual/citizen-user-manual.md)
* [CSR](/local-governance/v2.8/products/modules/public-grievances-and-redressal/pgr-user-manual/employee-user-manual.md)
* [GRO](/local-governance/v2.8/products/modules/public-grievances-and-redressal/pgr-user-manual/employee-user-manual.md#gro)
* [FME](/local-governance/v2.8/products/modules/public-grievances-and-redressal/pgr-user-manual/employee-user-manual.md#fme)

[![Creative Commons License](https://i.creativecommons.org/l/by/4.0/80x15.png)](http://creativecommons.org/licenses/by/4.0/)All content on this page by [eGov Foundation ](https://egov.org.in/)is licensed under a [Creative Commons Attribution 4.0 International License](http://creativecommons.org/licenses/by/4.0/).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.digit.org/local-governance/v2.8/products/modules/public-grievances-and-redressal/pgr-user-manual.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.