Official answers to common grievance-related questions.

The GRM is a structured system established under Lohiya Swachh Bihar Abhiyan (LSBA) to address sanitation-related grievances through defined timelines, escalation levels, and monitoring mechanisms.

Any citizen can submit a grievance related to sanitation services and infrastructure created under LSBA or SBM-G.

Currently, grievances can be reported for Individual Household Latrine (IHHL) incentive payment, Community Sanitary Complex functionality, door-to-door waste collection, liquid waste management issues, and drainage cleaning.

You can register a grievance through the toll-free helpline, the mobile application, or the online grievance portal.

Yes. Every registered grievance is assigned a unique grievance ID that can be used for tracking.

Each grievance category has a predefined turnaround time (TAT) ranging from 3 days to 30 days, depending on the nature of the grievance.

If a grievance is not resolved within the prescribed TAT, it is automatically escalated to higher authorities as per the escalation matrix.

Citizen feedback collected after resolution helps improve service quality, monitor performance, and strengthen sanitation systems.

Yes. All grievance data is handled securely and stored in compliance with Government of Bihar data security and privacy guidelines.