How to Create a Support Request on GujRERA Portal — Step-by-Step Guide

Learn how to submit a Support Request on the GujRERA portal to query any department, report an issue, or request information. This guide covers the Create Support Request form, tracking tickets, and escalating if unsatisfied.

How to Create a Support Request on GujRERA Portal — Step-by-Step Guide

The Support Request feature on the GujRERA portal allows any registered user — citizen, promoter, or professional — to raise a query or report an issue directly with a GujRERA department. Tickets are tracked online, responded to by department officers, and can be escalated if the response is unsatisfactory.

Official Reference: This guide is based on the GujRERA User Manual – Grievance Redressal – External Users (V.0.1), Section 6 — Support Request, Pages 48–52.
Official portal: https://gujrera.gujarat.gov.in/#/website-guide/grievance-redressal

Common use cases for Support Requests:

  • General queries about project registration, agent registration, or QPR/Form 5 compliance
  • Reporting a non-registered real estate project to the Authority
  • Requesting a payment refund (use Request Type: Refund Request)
  • IT or login issues
  • Queries about legal procedures, notices, or agreements

Step 1: Click "Create Support Request" from Your Dashboard

Log in to the GujRERA portal. On any dashboard (Citizen, Promoter, or Professional), look for the Apply quick-links panel on the right side. Click "Create Support Request".

The My Support Requests tab on your dashboard shows all your existing tickets, with columns for Support Request No., Concerned Department, Request Type, Attachment, Request/Query, Request Source, Request Submission Date, Status, and Action.

The My Support Requests tab shows all your tickets. New tickets show as UNDER SCRUTINY until they are assigned a TKT number by the department.

Step 2: Fill the Create Support Request Form

Clicking "Create Support Request" opens a popup modal with four fields:

The Create Support Request popup is a simple form: select the department, select the request type, optionally attach a file, and describe your query.

Select Concerned Department* (dropdown — select one):

Department Use For
Administration (General Queries, Supplies) General queries, office administration
Technical (Town Planning) Technical queries, town planning matters
Accounts and Finance (CA) CA-related financial queries
IT Portal login issues, technical glitches
Legal (Court Procedure, Notices) Court procedure and notice queries
Legal (Scrutiny, Agreements, others) Agreement scrutiny, legal services
Compliance & Regulatory (QPR, Form 5, Site Visit) QPR filing, Form 5, site visit scheduling

Select Request Type* (dropdown — options vary by department):

Request Type Use For
Real Estate Regulatory Authority and Appellate Tribunal Authority/AT queries
Real Estate Projects Registration Project registration queries
Refund Request Payment refund requests
Real Estate Agents Registration Agent registration queries
Filing of complaints Complaint filing process queries
Financial Discipline Financial regulation matters

Attachment (optional): Upload a supporting file (JPEG, JPG, PNG, or PDF accepted).

Supported attachment formats: JPEG, JPG, PNG, and PDF. Click Choose File to select a file, then Submit to attach it.

Request/Query* (textarea): Describe your query or issue clearly.

Click Submit to create the ticket.

Step 3: Track Your Support Request

After submission, your ticket appears in the My Support Requests tab on your dashboard. Newly created tickets show as UNDER SCRUTINY until the department assigns a formal ticket number.

Once processed, tickets receive a Support Request Number in the format: TKT[date][sequence]
Example: TKT020720210Y27Y85004

Tickets can be submitted via Web or Mobile App — the Request Source column indicates the submission channel.

Status values:

  • OPEN — ticket is being reviewed by the department
  • ESCALATED — user has submitted a dissatisfied feedback and the ticket has been escalated
My Support Requests shows all tickets with status. ESCALATED status means the ticket has been escalated to a Ticket Officer after unsatisfied feedback.

Step 4: View Ticket Details and Authority Response

Click the View button (arrow icon) next to any ticket to open the View Support Request popup. This shows:

  • Support Request No., Created On, Created By
  • Concern (department), Query (request type), Attachment (View File)
  • Remarks — your original query text
  • ENQUIRIES & RESPONSE — timeline of all authority responses with timestamps and attachments
  • CLOSED BY — closing officer name, department, timestamp, and closing remarks
  • USER FEEDBACK — satisfaction radio and Remarks field
The View popup shows the complete ticket history: your original query, the officer's response, the closing action, and the feedback you submitted.

Step 5: Submit Satisfaction Feedback

After the authority closes your ticket, the USER FEEDBACK section appears in the View popup with the question: "Are You Satisfied with the Response?"

Select Yes or No and click Submit.

Select Yes if the response resolved your issue. Select No to escalate — a Remarks field will appear requiring a reason.

Step 6: Escalate If Unsatisfied

If you select No, a Remarks* field appears. Enter your reason for dissatisfaction and click Submit.

Selecting No and submitting escalation remarks escalates the ticket to a Ticket Officer (TO) for further review.

After submission, a confirmation popup appears:

"Feedback has been saved successfully" confirms the escalation. The ticket status in My Support Requests changes to ESCALATED.

After escalation, the ticket status changes from OPEN to ESCALATED and is assigned to a Ticket Officer for review.

Common Issues

Ticket stuck as UNDER SCRUTINY: Newly submitted requests are reviewed before a TKT number is assigned. If the status remains UNDER SCRUTINY for an extended period, submit a new support request referencing the original query.

Cannot find the department or request type for your issue: Select the closest matching department. You can use the Request/Query text field to describe the specific topic. If uncertain, use Administration (General Queries, Supplies) for broad inquiries.

Attachment not accepted: Supported formats are JPEG, JPG, PNG, and PDF only. Convert other file types before uploading.

Official Reference

This guide is based on the official GujRERA portal documentation:

Manual: GujRERA User Manual – Grievance Redressal – External Users (V.0.1)
Section: 6 — Support Request
Pages: 48–52
Official Portal Guide: https://gujrera.gujarat.gov.in/#/website-guide/grievance-redressal