Jansunwai UP (IGRS) — Complaint, Status, and How to Reopen a Disposed Complaint

Jansunwai and IGRS UP are the same system — and why that confuses people

Uttar Pradesh runs one grievance system that is referred to in two ways. IGRS — Integrated Grievance Redressal System — is the administrative description used in orders and in departmental correspondence. Jansunwai–Samadhan is the citizen-facing name on the portal at jansunwai.up.nic.in. They are not two portals, two queues or two complaint numbers.

This matters more than a naming quirk normally would, because people who are told by an office to "check on IGRS" go looking for a different system, register a second complaint there, and end up with two live complaint numbers on the same grievance. Two numbers is a worse position than one: the department can dispose of each by pointing at the other, and neither carries the full history.

The portal also runs an Android app for citizens and a separate one for officers, and offers a route through the government Sandes messaging app. All of these attach to the same complaint number. Install the citizen app, not the officer app, and use whichever channel you like — but keep every action on the one number you were first issued.

Routing decides everything: the department and district you choose

A Jansunwai complaint is routed to an officer on the basis of the department and district you select when registering. Nobody re-reads a misrouted complaint and redirects it out of good will; it sits in the wrong queue until the period lapses, and what you get at the end is a disposal saying the matter does not concern that office. You have then spent the entire period to learn something you could have got right at the start.

Two categories cause most misrouting. Land and revenue matters get filed under the wrong tier — a mutation or varasat question belongs with revenue at tehsil level, not with the district administration generally. And electricity complaints get filed against the district administration rather than the distribution company, which is a separate entity with its own officers in the system.

The fix costs two minutes. Before registering, read the department list on the portal and pick the one whose name matches the office that actually holds your file. If you genuinely cannot tell, name the office and the officer you have been dealing with in the first line of the complaint text, so a human reading it can redirect without guessing.

• Pick the department that holds your file, not the one that supervises it.
• Pick the district where the office sits, which is not always where you live.
• Name the office and, where you know it, the officer, in the opening line of the text.
• Give the underlying application or reference number in the first sentence, not the last.
• State the tehsil, block or municipal body as well as the district for any land, revenue or local-body matter.

Send a reminder — do not register the complaint again

The portal sets a period for each complaint and provides a reminder facility for use once that period has passed. This is the single most useful thing on the system and the least used, because the obvious move when nothing happens is to file again, and filing again feels like doing more.

It is doing less. A fresh registration produces a new complaint number with today's date, no history, and no record that the department already let a period lapse on the same matter. The old complaint stays open or is disposed of quietly. You have converted a complaint that was overdue — a fact an officer has to account for — into a complaint that is brand new and owed nothing.

A reminder does the opposite. It attaches to the existing number, preserves the original registration date, and puts on record that the period expired without action. When you later give feedback, or write to the nodal officer, or file on CPGRAMS, that expired period is the strongest single fact you have.

The feedback facility is the closest thing UP gives you to an appeal

Uttar Pradesh does not publish a formal appellate authority for Jansunwai the way Bihar does for its statutory system. What it publishes instead is a feedback mechanism: after a complaint is disposed of, you can record how satisfied you are with the resolution, and the portal states that this feedback is evaluated by higher officials, who can revisit cases where the resolution was inadequate.

Treat that as your appeal and write it like one. A rating with no explanation is a number in a report; a specific, checkable statement of what was not done is something a reviewing officer can act on. The difference between "not satisfied" and "the disposal of 14 August records that the connection was restored; it was not, and the photograph taken on 19 August at the same pole shows the line still down" is the difference between a statistic and a case.

Keep it to the gap. The reviewing officer is not re-hearing your whole grievance; they are deciding whether the recorded disposal matches reality. Give them the disposal wording, the contradicting fact, and the date of each. Everything else dilutes it.

1. 1Copy the disposal text verbatim from the portal before you write anything, because your feedback is an argument about those exact words.
2. 2Establish one contradicting fact with a date — a photograph after the claimed completion, a record still showing the old entry, a receipt for a payment said to be refunded.
3. 3Write the feedback as: what the disposal claims, what is actually the case, and the date of each.
4. 4Ask for the same outcome you asked for originally, so the relief sought does not drift between stages.
5. 5Note the date you gave feedback. If nothing follows, that date is what you quote to the nodal officer.
6. 6File on CPGRAMS in parallel at this point, quoting the Jansunwai complaint number, to create a record outside the state system with a 21-day norm and a 30-day appeal window.

When Jansunwai is the wrong tool, and what to use instead

Jansunwai is built to make a government office act on something it has not acted on. It is not built to overturn a decision, to award money, or to resolve a dispute between two private parties, and it will not take up anything pending before a court. Where your matter falls outside that, more Jansunwai activity will not help however many reminders you send.

Land and property disputes are the largest category of misuse. A grievance that the revenue office has not decided your mutation application is squarely a Jansunwai matter. A grievance that your neighbour's name should not be on the record is a title dispute, which is for the revenue courts or the civil court, and a grievance portal will dispose of it as such — correctly.

Worked examples