CGRC operates a call centre which operates between 10 am and 6 pm. The complaints and grievances received are registered into the system. The in built intelligent system driven by a software ensures that the grievance is disposed through the use of ICT by automatically tracking and pursuing the Status of grievance with the action taking authority. The ICT tool automatically escalates the complaint to the senior authority (Escalation Authorities) in case the problem is not solved within the prescribed time limit.

CGRC has been built in MIS for administrators to monitor the performance of their offices and officers. They can check the status real time and take corrective actions. CGRC is beneficial for all the stakeholders like the citizen, ULBs, department and Government. The system is bi-lingual and people can register in Hindi or English.

The system has a Single Grievance Helpline No: for the entire State. CGRC enables the Department and its officials to monitor the problems in a hierarchical manner. The system generates an MIS report with the single click of the mouse. The Grievance can be enhanced in service delivery. The Governance increases the dependability on the Govt. The status of the complaint lodged through CGRC is available on web to ensures transparency.