Verified: 30 April 2026 01:31 am IST
Industry: Public Transport (Mass Rapid Transit System)
Jurisdiction: Ahmedabad, Surat & Gujarat, India
Primary Regulators: Ministry of Housing & Urban Affairs (MoHUA) & Govt of Gujarat
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your GMRC CSC/NCMC Card recharge or QR ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic GMRC staff will never send alerts from a personal 10-digit mobile number, nor will they ask you to download screen-sharing apps or pay via personal UPI links.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (CSC/NCMC card recharge failures, Digital Mobile QR ticket refunds, station cleanliness, or staff behavior) directly via the official GMRC Mobile App, the official web portal (www.gujaratmetrorail.com), or by calling the centralized passenger helpline at 079-22960123. For alternate telephonic support, you can call 079-23248572. You can also email the central passenger care desk directly at care@gujaratmetrorail.com. For immediate operational issues, locate the Customer Care Center booth situated near the AFC gates at every metro station.
Availability: The central passenger helplines and online portals operate during standard operational hours (10:30 AM to 6:10 PM for specific desk support). Station Customer Care booths operate strictly during train operational hours.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. GMRC aims to process failed CSC online recharge refunds within 7 to 10 working days and resolve standard operational grievances within 7 to 15 working days.
Level 2: Internal Escalation (Station Controller / Appellate Authority)
Who to contact: If Level 1 support fails, your CSC recharge refund is stalled, or your ticket is closed without a fix, you must formally escalate the issue. Submit a written complaint directly to the Station Controller of the specific station. If the station-level management fails to resolve it, escalate directly to the Public Information Officer (PIO) or the First Appellate Authority at the Corporate Headquarters (Gujarat Metro Rail Corporation Limited, Block No. 1, First Floor, Karmayogi Bhavan, Sector 10/A, Gandhinagar - 382010). You can reach the PIO via email at cao@gujaratmetrorail.com or the First Appellate Authority at pushkar.singh@gujaratmetrorail.com.
Timeline: Under standard administrative guidelines, the Headquarters officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Level 3: State & Central Administration Portals (SWAGAT / CPGRAMS)
Authority: If the GMRC corporate officers reject your claim or fail to resolve the issue, you must escalate the matter to the government regulators. Because Gujarat Metro is a joint venture, you have two primary administrative escalation paths.
Portal/Contact: For daily operational issues, submit your grievance to the state government via the SWAGAT Online Grievance Portal (swagat.gujarat.gov.in) operated by the Chief Minister’s Office. For larger systemic or infrastructure policy issues, you can submit your grievance to the central government via the CPGRAMS Portal (pgportal.gov.in) and route it to the Ministry of Housing and Urban Affairs (MoHUA).
Timeline: Grievances escalated to these portals are tracked with strict Service Level Agreements (SLAs), legally mandating a formal investigation by the respective departments and a targeted resolution response within 21 to 30 days.
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Transit service deficiencies do not require a specialized Ombudsman. The National Consumer Helpline (NCH) via 1915 is your final pre-litigation step if the administrative portals fail to yield a resolution.
Court/Arbitration: If you are aggrieved by unrefunded recharges, severe negligence causing injury or financial loss, you must file a formal complaint with the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, utilizing the e-Daakhil portal.
Timeline: You must file the case within two years from the date the cause of action (the service failure) arose.
Community Action: Is Gujarat Metro refusing to process your failed CSC card recharge via the app, or are you looking for the correct template to escalate a station management issue to the Gandhinagar Headquarters? Reply below (do not share your passwords, bank details, or your exact Card Numbers), and our community will point you to the right resources!