Citizens' charter — 4-tier grievance redressal
Grievance redressal
A transparent path to resolve any issue you face with a landlord, tenant, payment or MHADA office — with published response timelines at every level.
Registered users — raise online
Submit a tracked ticket from your dashboard. You can attach documents and exchange messages with the assigned officer.
- •Unique grievance number for every ticket
- •SMS and email alerts at each status change
- •Escalate to the next level if unresolved within SLA
Not registered — call or email
If you cannot log in or you are not a registered user of the portal, use the channels below. We will create a ticket for you.
Response SLA
If a level fails to respond within its SLA, your grievance auto-escalates to the next level. Every escalation is logged.
| Level | Response within | Typical scope |
|---|---|---|
| Level 1 — Portal Support | 2 working days | Login, profile, payment, document upload issues |
| Level 2 — Field Officer | 7 working days | Property disputes, application escalations, rent collection issues |
| Level 3 — Regional Board | 15 working days | Policy matters, allotment disputes, cross-board issues |
| Level 4 — State Appellate Authority | 30 working days | Unresolved Level 3 matters and legal escalations |
What counts as a grievance?
Portal and service issues
- • Account, OTP or eKYC problems
- • Payment failures and incorrect charges
- • Document upload or download errors
- • Agreement generation errors
Property and contract disputes
- • Misleading listing or wrong information
- • Tenant or landlord violating terms of the agreement
- • Security deposit refund delays
- • Illegal eviction or harassment
Fraud and misuse
- • Fake or forged documents
- • Someone impersonating an owner or tenant
- • Requests for payment outside the portal
- • Breach of privacy or misuse of data
Policy and allotment
- • Disagreement with eligibility determination
- • Questions on reservation or priority
- • Regional board policy queries
- • Appeal against a rejected application
Regional board contacts
For property-specific matters, write to the board that owns the property. The city shown on the listing indicates the responsible board.
Do not make payments outside the portal
Any request — from a landlord, agent, or someone claiming to be from MHADA — to pay cash or transfer directly is a red flag. Report it immediately. MHADA staff will never call you for OTPs, UPI PINs, or cash.