Civic & Municipal Rights
Roads, garbage collection, water supply and streetlights are the government's job, funded by your taxes. Here's exactly which department is responsible for what, and how to force action when they aren't doing it.
Right to time-bound service
Many states have a Right to Public Service Act guaranteeing civic services within a fixed number of days, with penalties on the responsible officer for delay.
Right to complain to any government body
The national CPGRAMS portal accepts grievances against any central or state department — by design, every complaint must get tracked and responded to.
Right to compensation for negligence
Courts have repeatedly held municipal bodies liable to pay compensation for death or injury caused by unrepaired potholes and open manholes.
Right to know who's responsible
You can file an RTI with the concerned department to find out which contractor or officer is accountable for a road, drain, or project, and its deadline.
What actually happens, and what to do
Click a scenario to see the law, the exact steps, and who to call.
01
There's a dangerous pothole or broken road near me
Roads fall under different authorities depending on type — National Highways (NHAI), State Highways (State PWD), and local/municipal roads (Municipal Corporation or Panchayat).
Indian courts, including the Supreme Court and several High Courts, have treated unrepaired potholes and open manholes as administrative negligence, and awarded compensation to victims or their families from the responsible authority.
- Photograph the pothole with a visible landmark, and note the exact location (GPS if possible).
- Identify the responsible authority (see the state table below) — or skip straight to CPGRAMS if you're unsure.
- File the complaint on that authority's app/portal, or on the universal grievance portal pgportal.gov.in.
- Save your complaint/ticket number so you can track and escalate it.
- If ignored past the promised timeline, write to the Municipal Commissioner / Executive Engineer, with a copy to your local corporator or MLA.
- If an accident occurs because of the pothole, you can pursue compensation via a civil suit or the Motor Accident Claims Tribunal, citing administrative negligence.
CPGRAMS (Public Grievance Portal)
Works for any city or state, auto-routes to the right department.
02
Garbage isn't being collected in my area
Solid waste collection is a municipal (Urban Local Body) responsibility under national rules, monitored through the Swachh Bharat Mission.
Solid Waste Management Rules, 2016 place the legal duty of collection, segregation and disposal on the local municipal body.
- Complain on the Swachhata-MoHUA app (works nationwide) or your city's own municipal app.
- Also raise it directly with your ward's sanitary inspector or municipal ward office.
- If unresolved, escalate in writing to the Municipal Commissioner, or file on CPGRAMS.
03
No water supply, or water is contaminated
Municipal Water Boards/Jal Boards are responsible for supply in cities; the Jal Jeevan Mission covers rural piped water.
Courts have read access to safe drinking water as part of the Right to Life under Article 21 — this isn't just a service issue, it's a rights issue.
- Complain to your city's Water Board/Jal Board helpline (e.g., Delhi Jal Board, BWSSB Bengaluru, Chennai Metro Water).
- If the water is contaminated, also alert the local health department for water testing.
- Escalate on CPGRAMS if there's no response within the promised window.
04
Broken streetlights or an open manhole — safety hazard
These are urgent safety issues, not routine maintenance requests.
- Report on the municipal corporation's app/portal (electrical or engineering department for streetlights).
- For an open manhole, call the municipal control room directly in addition to filing online — treat it as urgent.
- Document with a timestamped photo/video, useful if an accident happens before repair and you need to claim compensation.
The legal basis, in plain terms
Key provisions that apply here
Legal duty of municipal bodies to collect, segregate and dispose of waste.
Devolves civic responsibilities — roads, sanitation, water — to Urban Local Bodies.
Right to Life, judicially extended to safe roads and clean drinking water.
Guarantee many civic services within a fixed number of days, with penalties for delay (availability and timelines vary by state).
Court rulings that shaped this right
The precedents behind the plain-language explanations above.
Major city civic complaint apps & portals
Use your city's own app first for the fastest response; CPGRAMS is the reliable fallback everywhere.
Major cities
Quick answers
Whose responsibility is a pothole — national highway vs city road?
Can I actually sue for compensation over a pothole accident?
How long should a civic complaint take to resolve?
What if my city has no dedicated app?
Do I need to pay any fee to file a civic complaint?
What if the same pothole keeps reappearing after 'repair'?
You might also need
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Ask AdhikarThis page explains general Indian law for information purposes and is not legal advice. Laws, portal names, fees and helpline numbers change — please verify current details on the official government website linked above before taking action, and consult a qualified advocate for advice on your specific case.