Uva Provincial Council

Public Service Enquiry & Complaint Portal

A step-by-step guide to operating the portal — written separately for citizens, the Complaint Operation Team, and the office staff who resolve complaints across the province.

Portal address: https://gmp.up.gov.lk/ Audience: citizens & Uva Provincial Council staff Covers: all six roles

Overview

The portal is where members of the public raise complaints and enquiries about Uva Provincial Council services, and where council staff triage, act on, and close them — with every step recorded.

Who uses it

Group	What they do here
Citizen	Create one account, submit any number of complaints, attach documents, and track progress to resolution.
Complaint Operation Team	Receive complaints, decide how they are handled, forward them to the responsible office, reply to the citizen, and close them when resolved.
Office staff	Work the complaints routed to their office, upload documents, get decisions approved internally, and forward within the hierarchy.

How a complaint moves

A citizen submits a complaint → the Operation Team acknowledges it and assigns it to the responsible office → office staff investigate, reply, and can forward it up or down the hierarchy → the Operation Team marks it resolved, then complete. Every message, status change, forward, and file is kept on the complaint’s timeline and in the audit log.

Every screen has dark / light and full-screen toggles in the top bar, and works on a phone. Your theme choice is remembered on that device.

Signing in

Four ways in, all protected by a CAPTCHA on the Login, Sign-up and account-recovery screens. On the Login and Sign-up screens an E-mail / Mobile switch chooses how you receive your one-time code.

Mobile one-time code — no e-mail needed

Choose Mobile, enter your Sri Lankan number and solve the CAPTCHA. A 6-digit code arrives as a plain text message that works on any handset, including old phones. Valid for 5 minutes.

E-mail one-time code

Choose E-mail, enter your address and solve the CAPTCHA, and a 6-digit code is e-mailed to you. Valid for 5 minutes, with a limited number of tries.

Google sign-in

Click Continue with Google. The portal matches your Google account to an existing user by e-mail; a brand-new Google e-mail becomes a citizen account automatically.

Password

Any account with an e-mail address can set a password under Account → Change password and then type it on the Login screen to sign in directly. Leave the password field blank to get a one-time code instead. A Super Admin can also set or clear a password for any account from Users & Roles.

Phone-only accounts. A citizen who signs up with a mobile number has no e-mail on file. They sign in with an SMS code every time, and every update about their complaints reaches them by text message. They can add an e-mail later by asking the Operation Team.

Creating an account

Citizens with e-mail — Create an account → E-mail: name + e-mail + CAPTCHA, then confirm the e-mailed code. Or just sign in with Google.
Citizens with only a phone — Create an account → Mobile: name + mobile number + CAPTCHA, then confirm the SMS code. No e-mail is ever required.
Staff accounts (Operation Team and office staff) are created for you by the Complaint Operation Team. You then sign in with Google, an e-mailed code, or a password using that address.

Can’t sign in?

Use Can’t sign in? on the Login screen for an e-mail recovery code. Phone-only users simply sign in again from the Mobile tab — a new SMS code is all that is needed. If you forget a password you set, sign in with a one-time code and change it under Account → Change password, or ask a Super Admin to reset it.

A suspended account cannot sign in by any method. A pending account must be approved by the Operation Team first. Contact them if you see either message.

Roles & permissions

Six roles. Your role decides which menu you see and which actions are available on a complaint. Office-staff roles also follow your office membership.

Role	Belongs to	In short
Super Admin	System owner	Full access to every screen. Manages user accounts, roles and login passwords.
Operation Admin	Complaint Operation Team	Takes decisions: acknowledge, assign to an office, resolve, complete, reject. Manages offices, users, categories. Reads the audit log.
Operation Staff	Complaint Operation Team	Forwards and replies, adds notes and comments. Cannot resolve or complete a complaint.
Office Staff Admin	An office	Approves and updates the office’s decisions; replies to the citizen; forwards up, down, or back to the Operation Team.
Office Staff Officer	An office	Updates the status, drafts a reply, uploads documents, and submits the draft to the Office Staff Admin.
Public User	The public	Submits and tracks their own complaints; keeps a personal profile.

Capability matrix

Capability	Super Admin	Op. Admin	Op. Staff	Office Admin	Officer	Citizen
Submit & track own complaints	✓	✓	✓	✓	✓	✓
Acknowledge / assign to an office	✓	✓	–	–	–	–
Reply to citizen / internal notes	✓	✓	✓	✓	✓	–
Resolve / complete / reject	✓	✓	–	–	–	–
Update office decision status	✓	–	–	✓	✓	–
Approve an office decision	✓	–	–	✓	–	–
Forward up / down / to Operation Team	✓	✓	✓	✓	–	–
Manage the office hierarchy	✓	✓	–	–	–	–
Manage users, roles & categories	✓	✓	–	–	–	–
Read the audit log	✓	✓	✓	–	–	–

Guide for citizens

Public User

You can raise as many complaints as you need from one account — registered with an e-mail address or just a mobile number — attach supporting documents, and follow each one to resolution.

Your account & profile

Open My Profile from the sidebar. The details here are attached to every complaint you submit, so officers can identify and contact you.

Full name: Shown to officers handling your complaint.
E-mail: Your sign-in address. It cannot be changed here.
NIC: Sri Lankan National Identity Card — old (953010147V) or new (199530101477) format. The portal validates it and fills in your date of birth and gender automatically. A NIC can only be linked to one account.
Mobile & WhatsApp: Sri Lankan mobile numbers, e.g. 0712345678. Used for SMS updates.
Address: Your postal address for field visits and correspondence.
Location: Optional. Drop a pin on the map (OpenStreetMap) or use Use my location. Helps route field inspections. You can clear it any time.

Your NIC, address, mobile, WhatsApp and map location are kept private. Staff can only see them on a screen that records every time they open it.

Submitting a complaint

Use New Complaint from the sidebar or dashboard. The form is one page with two parts: the complaint itself, and a confirmation of your personal details (which are saved back to your profile).

Category: Pick the closest match from the list. If nothing fits, choose Other (specify) and describe it.
Date last referred: Optional. The date you last raised this problem with the relevant institution. Cannot be in the future.
Subject: A one-line summary (at least 4 characters).
Your submission: The full description — what happened, where, when, who was involved, and what outcome you expect (at least 15 characters).
Attachments: Up to 8 files, 15 MB each. Allowed: PDF, JPG, PNG, WEBP, GIF, DOC, DOCX, XLS, XLSX, TXT.
Your details: Name, NIC, mobile, WhatsApp (optional) and address. NIC, mobile and address are required to submit.

On submit you get a reference number like UVA/CMP/2026/000123. Keep it — it identifies your complaint in every message.

Tracking & follow-up

Open My Complaints to see all of yours, filter by status or category, search by reference or text, and sort the columns. Open one to see:

Progress — a timeline of every citizen-visible step (internal staff notes are not shown).
Documents from the Council — files officers have sent you.
Add a follow-up — send more information or ask a question, with optional files.
Reopen — if a resolved or completed complaint is not actually settled, reopen it with a reason.

The bell in the top bar and the Notifications page show every update. You also get an e-mail, and an SMS if your mobile is on file.

Guide for the Complaint Operation Team

Operation Admin & Operation Staff

You are the front door and the closer. Everything enters through you, is routed by you, and is signed off by you.

The complaints console

Complaints in the sidebar lists every complaint in the province. Above the table:

Status chips with live counts — Awaiting triage, Acknowledged, With office, In progress, Replied, Resolved, Completed.
Filters — free-text search (reference, subject, body), category, priority, owner (Operation Team vs an office), specific office, and a date range.
Sortable columns — reference, priority, status, age. Every list in the portal also paginates.

Handling a complaint

Opening a complaint shows the submission, the citizen’s contact details (opening this panel is recorded), all attachments, and the full timeline including internal notes. The right-hand panel holds the actions:

Action	What it does	Who
Acknowledge	Confirms a submitted complaint is being reviewed. The citizen is notified.	Admin, Staff
Priority	Sets Low / Normal / High / Urgent. Drives sort order in queues.	Admin, Staff
Assign / forward to an office	Sends the complaint to an office in the hierarchy. Status becomes Assigned; that office’s staff are notified.	Admin, Staff
Send reply	A message the citizen sees, with optional file attachments. Status becomes Replied.	Admin, Staff
Add internal note	A note only staff can see, with optional files. Does not change status.	Admin, Staff
Mark resolved	The issue is fixed, pending confirmation. Records a resolution summary.	Admin
Complete & close	Final sign-off once the citizen is satisfied. Closes the complaint.	Admin
Close without action	Rejects the complaint after review, with a reason.	Admin
Reopen	Brings a closed complaint back into the workflow.	Admin, Staff

If you are Operation Staff

You can do everything above except the final decisions — Mark resolved, Complete & close, and Close without action are reserved for an Operation Admin. You can acknowledge, set priority, assign to offices, reply, note, forward, and reopen.

If you are Operation Admin

You have the full action set, plus the governance menus below. In practice you own the resolve → complete sign-off and the decision to reject.

Governance menus

Office Hierarchy

Create and edit offices at any depth. Filter by level, parent or status; search; sort; paginate. Moving an office to a new parent moves its whole subtree and recalculates levels automatically. See Office hierarchy.

Users & Roles

The account directory — search, filter by role or status, sort. Create an account or change someone’s name, role or status. Assign office staff from the office page. Roles shows the fixed role model and who holds each.

Audit Log

Every action across the portal, with the actor, role, IP address, and time. Filter by text, entity, action or date; expand a row to see exactly what changed (before / after). See Data protection.

Guard rails on the user editor: you cannot remove your own Super Admin role, cannot suspend your own account, and the system always keeps at least one active Super Admin.

Super Admin

The system-owner account. Sees and can do everything in the portal, and looks after user accounts and sign-in.

Opens every screen — any citizen, Operation Team, or office page. To take an office’s officer/admin actions, add your account to that office on its page.
Manages accounts — under Users & Roles you can create accounts and change anyone’s name, role or status.
Resets passwords — open a user under Users & Roles and use the Login password card to set a new password or remove password sign-in. Every account with an e-mail can also set its own under Account → Change password.

Guide for office staff

Office Staff Officer & Office Staff Admin

You work the complaints the Operation Team routes to your office — investigating, replying with documents, and moving them through the hierarchy.

Office Inbox

Office Inbox lists the complaints currently with your office. If your office has sub-offices, a toggle switches between:

My office only — complaints sitting with your office directly.
Whole hierarchy — those plus everything with any office beneath yours.

The inbox has the same status chips, search, category and priority filters, sorting and pagination as the Operation Team console.

If you are an Office Staff Officer

Mark in progress when you start work on a newly assigned complaint.
Investigate. Prepare your draft reply / update — what was done and the proposed message to the citizen — and attach any documents.
Submit for approval. This sends your draft to your Office Staff Admin. You cannot reply to the citizen or forward the complaint yourself.

If the Office Staff Admin sends it back, you’ll see their reason on the timeline; revise and submit again.

If you are an Office Staff Admin

When an officer submits a draft, a “Awaiting your approval” banner appears on the complaint and you are notified. Your options:

Action	What it does
Approve & send	Edit the reply if needed, then send it to the citizen. Status becomes Replied. Attach documents here too.
Send back to officer	Return the draft with a reason for revision.
Reply directly	Skip the officer step and reply to the citizen yourself, with optional files.
Forward up	Send the complaint to a higher office in your branch (choose which).
Forward down	Send it to a lower office beneath yours (choose which).
Return to Operation Team	Hand the complaint back to the Complaint Operation Team, with an optional note.

Offices can only forward up their own branch, down to their own sub-offices, or back to the Operation Team — not sideways to unrelated offices. Only the Operation Team resolves or completes a complaint.

Hierarchy-top staff

If you are staff at an office that sits above the one currently handling a complaint, you can open that complaint and add comments to guide the handling office — without taking it over. These comments appear in a dedicated thread on the complaint, visible to office staff and the Operation Team.

Status lifecycle

A complaint moves left to right. It can be reopened from any closed state, and rejected instead of resolved.

Submitted→ Acknowledged→ Assigned to office→ In progress→ Replied→ Resolved→ Completed→ Closed /Rejected

Status	Meaning
Submitted	Received from the citizen, waiting for the Operation Team to triage.
Acknowledged	The Operation Team has confirmed it and is reviewing.
Assigned to office	Routed to a specific office for action.
In progress	An office officer is actively working on it.
Replied	An official reply has been sent to the citizen.
Resolved	The issue is fixed, pending the citizen’s confirmation.
Completed	Signed off by an Operation Admin and closed.
Closed	No longer active.
Rejected	Closed after review without further action, with a recorded reason.

Office hierarchy

The council’s offices form a tree of any depth. Complaints are routed to a node; staff belong to a node.

Ministry / Major Office→ Department / Board→ Sub Office→ Office (deeper)…

Each office has its own staff — Office Staff Officers and Office Staff Admins.
Staff of a top office can see and comment on complaints anywhere in the branch below them.
An office cannot be deleted while it has sub-offices or complaints — deactivate it instead.
“Other” is available as a level for offices that don’t fit the four standard tiers.

Notifications & SMS

Every complaint movement is announced three ways.

In-app

The bell in the top bar shows unread count and recent items; the Notifications page is the full history with mark all read.

E-mail

Sent from noreply@up.gov.lk with a direct link to the complaint. Skipped for phone-only accounts.

SMS

A short text message to the citizen’s mobile whenever one is on file — the only channel a phone-only user receives. Kept brief so it reads on any handset.

Your data & privacy

Personal details are kept private — your NIC, address, mobile, WhatsApp and map location are not shown in plain lists. Staff see them only on a dedicated contact panel.
Every look is logged — each time a staff member opens your contact panel or downloads one of your files, the portal records who did it and when.
Full activity trail — sign-ins, profile edits and every action on a complaint are recorded. Only the Operation Team can read this log.
Attachments open through an access check, so only people involved in the complaint can see them.

Glossary

Reference number: The unique ID of a complaint, e.g. UVA/CMP/2026/000123.
Timeline: The ordered list of everything that has happened on a complaint. Citizens see the citizen-visible entries; staff see those plus internal notes.
Movement: One step on the timeline — a submit, acknowledge, assign, reply, note, forward, approval, resolve, complete, reopen, or reject.
Owner: Who currently holds the complaint: the Operation Team, or a named office.
Subtree: An office plus every office beneath it in the hierarchy.