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Grievance Redressal System

Overview

The Grievance Management module leverages osTicket, an open-source ticketing system, to capture, track, and resolve public and stakeholder grievances efficiently. It ensures transparency, accountability, and timely redressal by following a structured process—from receipt to resolution—with clear escalation and reporting mechanisms.

Issue Submission

Raising a Grievance

  1. Scroll down to the footer of the Telangana Data Exchange portal.

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  1. Under Help & Support, click "Raise a Grievance".

Note:

  • Registered users must log in first.
  • Guest users can proceed without registration; just provide your email to submit a ticket.

Open a New Ticket

  1. Click the Open a New Ticket button.

Open a New Ticket Button

  1. Help Topic: Choose from categories such as:
    • Feedback
    • General Inquiry
    • Report a Problem / Access Issue
  2. Issue Summary (required): Enter a short, clear title for your grievance.
  3. Ticket Details: Provide complete information, including context and affected data, if any.
  4. Upload: Attach screenshots or documents to support your case.

Grievance Submission Form

Ticket Submission & Status Tracking

  • After submitting, you'll receive a confirmation message and an email with your ticket number.
  • If you logged in before raising the ticket: Click "Tickets" to view all your submitted tickets.
  • If you submitted as a guest: Click "Check Ticket Status", enter your email and ticket number, and you'll receive a secure link via email to access your ticket.

Ticket Status Page

Basic Ticket Information

On the ticket status page, you’ll find:

  • Ticket Number: Unique identifier for your grievance.
  • Create Date: Date the ticket was submitted.
  • Ticket Status: Current phase of the grievance:
    • Open – Ticket is active.
    • Resolved – Issue addressed; awaiting your confirmation.
    • Closed – Ticket closed after resolution.
  • Subject: The title/summary provided during creation.
  • Department: Team currently handling the grievance.

Ticket Information Example

Ticket Thread

  • Click on the Ticket Number or Subject to view the thread.
  • The full conversation between you and the support agent will be displayed.
  • You can send follow-up messages or provide more information as needed.

Escalation

For unresolved issues, users may: