Sarathi Portal Complaint Closed Without Action. What Next.

The Sarathi portal accepted your complaint. You got a reference number. Then it closed the complaint — without any visible action. The issue is still there.

This is one of the most common civic complaints about civic complaint platforms in Pune. Here is what to do.

First — Understand what happened

The Sarathi portal routes complaints to the relevant department within PCMC (Pimpri-Chinchwad Municipal Corporation).

When a complaint is marked closed it means one of three things:

1. The issue was resolved (check if this is actually the case)
2. The complaint was reviewed and deemed not actionable (no explanation given to the citizen)
3. The complaint was closed to clear the queue (the most common reason)

In none of these cases is the citizen told which outcome applied.

Step 1 — Re-file with your reference number

Go back to sarathi.pcmcindia.gov.in. Log in with the same account. File a new complaint. In the description field write:

"Re-filing. Previous complaint [reference number] filed [date] closed without resolution. Issue still present at [exact location]."

This links your new complaint to the original history.

Step 2 — Call PCMC directly

PCMC helpline: 020-27425500

Have your reference number ready. Ask specifically: "What was the action taken for complaint number [X]?"

If they cannot tell you — ask for the name and number of the officer responsible for your area. Note everything. Date. Time. Who you spoke to.

Step 3 — Visit your ward office

PCMC has ward offices across Pimpri-Chinchwad. Find yours at pcmcindia.gov.in.

Bring:

• Printed complaint with reference number
• Clear photograph of the unresolved issue
• Written request for escalation with officer name

A physical visit with documentation is significantly harder to dismiss than an online complaint.

Step 4 — For PMC areas — use Opinify

Note: Sarathi is the PCMC portal. If your issue is in a PMC area (Pune city proper — Kothrud, Baner, Koregaon Park, Deccan, Aundh, etc.), Sarathi is not the right platform.

For PMC areas, use:

• PMC Care app (Android)
• pgrs.punecorporation.org (web, any device)
• Opinify — the fastest option, with community documentation

On Opinify, your complaint is publicly visible on a map. When neighbours report the same issue, it becomes aggregated evidence that is routed to NGOs and civic organisations who can take direct action.

Step 5 — File an RTI

If your re-filed complaint is also closed without action, file an RTI at rtionline.gov.in addressed to:

Public Information Officer, Pimpri-Chinchwad Municipal Corporation

Request: "Certified copies of all records relating to action taken for complaint number [X] filed on [date] regarding [issue] at [location]."

PCMC must respond within 30 days. RTI responses frequently resolve complaints before the deadline — the act of filing changes the accountability dynamic.

The Honest Assessment of the Sarathi Portal

Sarathi works best for straightforward, single-action complaints — a broken streetlight, a specific pothole — where the responsible department is clear.

It works poorly for issues that require coordination between departments, issues that have been ignored for extended periods, or issues where the citizen has no way to verify whether action was taken.

The absence of a public accountability mechanism — no one can see whether Sarathi complaints are resolved or simply closed — is the fundamental limitation.

Until that changes, using Opinify alongside Sarathi gives your complaint a public record that cannot be quietly dismissed.

Opinify is a free civic reporting app for Pune residents. opinify.co.in