**Summary:**
In response to Lok Sabha Unstarred Question No. 3627, addressed on August 11, 2025, the Ministry of Corporate Affairs (MCA) provided details regarding the mechanism adopted to improve grievance redressal related to the MCA21 portal. A helpdesk mechanism is in place to address service-related complaints. During the Financial Year 2024-25, a total of 579,702 helpdesk tickets were raised, with approximately 94% being successfully resolved. These tickets covered technical issues, processing requests, and stakeholder feedback. The helpdesk system incorporates a user feedback mechanism, with 95% of users reporting satisfaction with the resolution of their tickets. Dissatisfied stakeholders have the option to reopen closed tickets. To further improve grievance redressal, the MCA has partnered with professional institutes to review ticket closures. A dedicated team from these institutes monitors grievance handling and collects user feedback. The Ministry officials regularly review the effectiveness and quality of ticket resolutions.
Key Entities Referenced
Ministry of Corporate Affairs: A ministry within the Government of India responsible for matters related to corporate affairs.
Shri Parbhubhai Nagarbhai Vasava: Member of Parliament who raised a question in the Lok Sabha.
Smt. Aparajita Sarangi: Member of Parliament who raised a question in the Lok Sabha.
Shri Kanwar Singh Tanwar: Member of Parliament who raised a question in the Lok Sabha.
Lok Sabha: The lower house of the Parliament of India.
MCA portal: Online portal of the Ministry of Corporate Affairs used for various services and grievance redressal.
MCA21 portal: An e-governance initiative by the Ministry of Corporate Affairs (MCA) to provide easy and secure access to MCA services to stakeholders.
SHRI HARSH MALHOTRA: Minister of State in the Ministry of Corporate Affairs; Minister of State in the Ministry of Road Transport and Highways.
GOVERNMENT OF INDIA
MINISTRY OF CORPORATE AFFAIRS
LOK SABHA
UNSTARRED QUESTION NO. 3627
ANSWERED ON MONDAY, August 11, 2025/
Shravana 20, 1947 (SAKA)
Mechanism Adopted to Improve Grievance Redressal
QUESTION
3627. Shri Parbhubhai Nagarbhai Vasava:
Smt. Aparajita Sarangi:
Shri Kanwar Singh Tanwar:
Will the Minister of CORPORATE AFFAIRS
be pleased to state:
(a) the number of service related complaints received on the MCA portal and
the number of complaints redressed out of them;
(b) whether any mechanism for feedback/suggestion has been adopted by the
Government to improve grievance redressal; and
(c) if so, the details thereof and the action taken thereon?
ANSWER
MINISTER OF STATE IN THE MINISTRY OF CORPORATE AFFAIRS; MINISTER OF
STATE IN THE MINISTRY OF ROAD TRANSPORT AND HIGHWAYS
[SHRI HARSH MALHOTRA]
(a)to(c): A helpdesk mechanism to address grievances related to the MCA21
portal has been established. During the FY 2024–25, a total of 5,79,702 helpdesk
tickets were raised on the portal. Of these, around 94%, were successfully
resolved. These tickets encompassed a range of issues including technical
problems, processing-related requests and stakeholder suggestions or feedback.
The helpdesk system incorporates a user feedback mechanism to assess the
quality of resolutions. Around 95% of users reported satisfaction with the
resolution of their tickets. Additionally, stakeholders have the option to re-open
a ticket after it has been closed if they are not satisfied with the resolution
provided. To further enhance the quality of grievance redressal, MCA has
partnered with professional institutes to review ticket closures. A dedicated
team from these institutes works in close coordination with MCA to monitor
grievance handling and collect user feedback post-ticket closure. The
effectiveness and quality of ticket resolutions are also reviewed regularly by the
Ministry officials.
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