Nivaran Grievance redressal portal for present & former Rly Employees



 
Contact Address: 

Rajiv Kishore 
Executive Director/ERP 
Ministry of Railways 
Room No. 326A, III Floor 
DFCCIL , Pragati Maidan Building 
New Delhi 110001 
Rly Ph: 45107. DOT: 23378845 
Email: nivaran@rb.railnet.gov.in
Suggestions for bringing about improvement in the design and functionalities of the Application
both by Admin users as well persons lodging their grievances, may be made at 

Welcome to NIVARAN Portal

What is NIVARAN?
1. It is an additional on line facility for registering grievances relating to service matters.
2. Its progress shall be monitored by highest authority right upto Railway Board and Hon’ble Minister for Railways. 

How to Register grievance on the portal
1. A person who wants to lodge a grievance shall have to register as a User and obtain Login/User ID and Password.
2. After obtaining the Log/User ID the person can register the grievance as per prescribed format.
3. On successful completion the system would generate a unique registration number. The unique registration number should be retained for accessing the system in future 

Can I lodge a grievance without possessing a mobile phone and email account?
1. While it is desirable that the person lodging a grievance possesses a mobile phone and email account for faster and more reliable communication, you can lodge your grievance even without them 

Can I know the status of my grievance.
1. The person can track the status of grievance by using the Unique Registration number.
2. The person can intervene to make observation/reminder besides seeing the action taken on the grievance by different authorities. 

What is the nature of grievance which can be lodged
1. Nivaran provides for lodging complaints arising out of service related issues which have been broadly classified under 6 categories. Under one of these categories further subcategories of grievance can be selected for quick transmission to the concerned authority.
2. If none of the categories appears to be suitable, the person can select ‘other’ category and lodge the complaint. 

Timeline for disposal
1. The management has laid down a time limit of 60 days from day of registration for disposal of grievances unless on account of exceptional reasons. 

How will I know the disposal of my case?
1. When the case is disposed off, a message would be sent on the registered email id and/or registered mobile number. The complainant can see the status by logging in the system. 

Who will examine my grievance?
1. The grievance would be forwarded to the authority concerned with the subject matter as described in the complaint. 

Can I appeal against the disposal.
1. If a grievant is not satisfied with the disposal, he/she can lodge an appeal with the help of original Registration number.
2. The grievance can be entered by clicking on ‘Appeal’ button which would be examined by a higher authority.
3. Time limit for disposal of appeal is 45 days.
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