AYUSHMAN COMPLAINT AND SUPPORT GUIDE

Ayushman Card Complaint and Helpline 2026: 14555, Online Grievance and Status

Ayushman Bharat PM-JAY beneficiaries can use official support channels when they face problems with eligibility search, eKYC, card generation, hospital refusal, treatment packages, payment demands, grievance handling or another scheme-related service.

Last Updated: July 20, 2026

Quick Answer

The national PM-JAY helpline number is 14555. A beneficiary may call this number to request official guidance or register a complaint through the applicable grievance process.

An online grievance can be submitted through the official Central Grievance Redressal Management System at cgrms.pmjay.gov.in. After successful submission, the system generates a Unique Grievance Number.

Save the Unique Grievance Number, acknowledgement and registered mobile number. These details can be used to track the complaint status and refer to the case during future helpline calls or escalation.

Official Ayushman Card Helpline Number

The national toll-free support number for Ayushman Bharat PM-JAY is:

14555

The helpline may assist with:

Checking where to search for beneficiary information
Guidance about Ayushman Card services
Finding official hospital information
Understanding hospital or package problems
Registering a grievance through the official system
Following up on an existing complaint
Explaining which state or district authority may handle the case
Providing official grievance-channel information

The helpline representative may need beneficiary, hospital and complaint information. However, official support does not require an ATM PIN, UPI PIN, debit-card CVV or internet-banking password.

Who Can Submit a PM-JAY Complaint?

A grievance may be submitted by a beneficiary or another person connected with a genuine PM-JAY issue. Other scheme stakeholders may also use the grievance system for applicable complaints.

Examples include:

Beneficiary

A person experiencing a card, hospital, treatment or eligibility-related problem.

Family Member

A relative assisting a patient or eligible household member.

Authorised Representative

A person lawfully assisting a beneficiary who cannot complete the complaint.

Healthcare Provider

An empanelled provider raising an applicable scheme-related grievance.

Other Stakeholder

Another person or organisation with a specific and actionable PM-JAY grievance.

Concerned Citizen

A person reporting a specific suspected irregularity or serious scheme issue.

A complaint should contain specific, verifiable and actionable information. Vague allegations without beneficiary, hospital, date or incident details may be difficult to investigate.

Common Ayushman Card Complaint Categories

Complaint Category	Examples	Useful Evidence
Hospital refusal	Empanelled hospital refuses beneficiary verification or covered treatment	Hospital name, date, written reason, package and staff information
Payment demand	Hospital demands money for a service claimed to be inside an approved package	Estimate, bill, receipt, package name and approval status
Medicine or diagnostic issue	Patient is asked to purchase included medicines or tests outside	Prescription, package details, receipts and written instructions
Beneficiary search problem	Eligible family record or member cannot be located	State, scheme, Family ID, PM-JAY ID and search screenshots
Card-generation problem	eKYC approved but card is not generated or available	Beneficiary details, eKYC status and portal screenshot
Incorrect card details	Wrong name, age, gender, photograph or family information	Correct identity documents and card image
Family-member issue	Genuine member is missing or member-addition request is rejected	Birth, marriage, adoption or accepted relationship document
Pre-authorisation issue	Package request remains pending, is rejected or is not submitted	Package name, code, hospital and approval-status details
Fraud or impersonation	Unauthorised person uses beneficiary details or demands money	Phone number, messages, receipts and incident description
Grievance-handling issue	Existing complaint remains unresolved or status information is unclear	Unique Grievance Number and prior communication

What to Do Before Submitting a Complaint

First determine the exact problem and collect enough information for the concerned authority to investigate it.

Write down the beneficiary’s correct name.
Note the state, district and applicable scheme.
Keep the Ayushman Card or PM-JAY ID available.
Identify the exact hospital, office or service centre involved.
Record the date and approximate time of the incident.
Ask the hospital or operator for the exact reason.
Request a written explanation where possible.
Collect bills, receipts, estimates and medical documents.
Take relevant screenshots of portal or app errors.
Record the names or designations of representatives contacted.
Decide what resolution you are requesting.
Use only the official helpline or grievance portal.

A clear complaint explains what happened, where it happened, when it happened, who was involved, what evidence is available and what action the complainant is requesting.

Evidence and Documents Required

Not every complaint needs every document. Provide only information relevant to the particular grievance.

Beneficiary Details Full name, PM-JAY ID, family information and registered mobile number.

Hospital Details Hospital name, branch, address, state and district.

Date and Time Date and approximate time of refusal, payment or service issue.

Medical Records Prescription, referral, diagnosis, laboratory reports and scans.

Package Details Package name, code and pre-authorisation status where available.

Written Explanation Refusal note, letter, hospital remark or discharge document.

Payment Proof Estimate, invoice, bill, UPI receipt or hospital payment receipt.

Portal Evidence Screenshots of beneficiary, eKYC, card or grievance status.

Communication Relevant SMS, email or written communication.

Previous Complaint Unique Grievance Number and earlier status updates.

Do not upload unnecessary full identity documents publicly. Submit sensitive documents only through an official grievance channel when they are genuinely required.

How to Register a Complaint Through 14555

Call the national PM-JAY helpline at 14555.
Select the relevant language or menu option.
Explain that you need to report a PM-JAY grievance.
Provide the beneficiary’s name and state.
Provide the PM-JAY ID or card information where available.
Describe the exact incident clearly.
Provide the hospital, district or service-centre information.
Explain any payment, refusal or verification problem.
Provide the date and approximate time of the incident.
Ask whether the complaint is being registered in CGRMS.
Request the Unique Grievance Number.
Write down the complaint number carefully.
Ask how the status can be tracked.
Keep any SMS acknowledgement received.

Network availability and call volume may affect access. When the issue is not registered by phone, use the official online grievance portal.

How to Register an Ayushman Complaint Online

The official Central Grievance Redressal Management System allows beneficiaries and other stakeholders to submit complaints online.

Open the official grievance portal at cgrms.pmjay.gov.in.
Select the option to register or lodge a grievance.
Select beneficiary or the appropriate stakeholder category.
Confirm whether the complainant is covered under PM-JAY.
Select the beneficiary’s state.
Enter the PM-JAY ID where available.
Complete the displayed beneficiary-retrieval process.
When beneficiary retrieval is unavailable, enter the required details manually.
Select the stakeholder against whom the grievance is raised.
Select the stakeholder’s state and district.
Select the nature or category of grievance.
Write a factual grievance description.
Upload relevant supporting documents where permitted.
Review all mandatory fields.
Select the submit button.
Complete mobile OTP verification where requested.
Save the generated Unique Grievance Number.
Download or save the acknowledgement slip.

Open Official Grievance Portal Read Hospital Refusal Guide

Confirm that the website belongs to the official PM-JAY grievance system before entering beneficiary or identity information.

Information Required in the Complaint Form

The exact fields may change, but the complaint form may ask for:

Type of complainant or stakeholder
Whether the complainant is covered under PM-JAY
Beneficiary’s state
PM-JAY ID where available
Beneficiary’s name
Mobile number
Email address where requested
Stakeholder against whom the complaint is filed
State and district connected with the complaint
Nature or category of grievance
Description of the incident
Hospital or service-centre information
Relevant supporting attachments
OTP verification before final submission

A person who does not remember the PM-JAY ID or cannot access the old registered mobile number may still be able to enter complaint information manually, depending on the current portal workflow.

How to Write an Effective Complaint Description

Write a factual and chronological description. Avoid abusive language, unrelated details or unsupported accusations.

Include these points

Who experienced the problem
What exactly happened
Where the incident occurred
Date and approximate time
Hospital, office or service-centre name
What reason was provided
What documents or evidence are available
Whether money was demanded or paid
Whether another representative was contacted
What resolution is requested

Sample Complaint Description

I am submitting this grievance regarding Ayushman Card treatment for beneficiary [Beneficiary Name], PM-JAY ID [ID if available]. On [Date] at approximately [Time], we visited [Hospital Name and Branch], located in [District and State], for [Diagnosis or Proposed Treatment]. The Ayushman help desk informed us that [Exact Reason Given]. The beneficiary card and identity documents were provided. The hospital [refused treatment / demanded ₹___ / did not submit pre-authorisation / asked us to purchase included medicines]. Supporting documents, including [reports, estimate, bill or screenshots], are attached. We request verification of the beneficiary, hospital and package status and appropriate action under PM-JAY rules.

What Is the Unique Grievance Number?

A Unique Grievance Number, commonly called UGN, is generated after a complaint is successfully registered in the official grievance system.

The number can be used to:

Confirm that the grievance was registered
Track the complaint status
Refer to the complaint during helpline calls
Provide additional clarification where requested
Identify the grievance during district or state follow-up
Keep a record until the matter is closed

Do not lose the Unique Grievance Number. Take a screenshot, write it down and preserve the acknowledgement SMS or slip.

How to Track Ayushman Complaint Status

Open the official CGRMS grievance portal.
Select the grievance-tracking or status option.
Enter the Unique Grievance Number.
Enter another requested verification detail.
Complete OTP verification where required.
Review the complaint’s current status.
Read any remarks or resolution information.
Check whether additional information is required.
Save screenshots of important updates.
Use the UGN during future helpline communication.

Track Official Grievance Status

Status labels and portal options may change. Follow the information currently displayed against the registered grievance.

Ayushman Complaint Status Meanings

Possible Status	What It May Mean	Recommended Action
Submitted	The grievance has been registered in the system.	Save the UGN and wait for acknowledgement or review.
Acknowledged	The concerned grievance authority has opened the case.	Monitor the status and keep supporting evidence available.
In Process	The complaint may be under examination or investigation.	Respond promptly if clarification is requested.
Escalated	The grievance may have moved to a higher authority or committee.	Continue tracking with the same UGN unless instructed otherwise.
Resolved	The authority has recorded a resolution or action.	Read the resolution carefully and verify whether the issue is fixed.
Closed	The grievance has been closed after action or decision.	Preserve the final status and related documents.
Discarded	The complaint may have been considered invalid, duplicate or unactionable.	Review the remarks and use valid evidence before any new submission.

“Resolved” does not always mean the complainant received the exact result requested. Review the official remarks and determine whether the original issue has actually been addressed.

How to File a Complaint Against an Ayushman Hospital

A hospital complaint may be appropriate when a currently empanelled hospital appears to deny an eligible covered service without a valid beneficiary, medical or package-related reason.

Before submitting the complaint, ask:

Was the beneficiary record successfully found?
Did identity verification succeed?
Is the exact hospital branch currently empanelled?
Is the hospital empanelled for the required speciality?
What treatment package applies?
Was pre-authorisation submitted?
What is the current pre-authorisation status?
What exact reason was given for refusal?
Can the hospital provide a written reason?

Collect:

Hospital name and exact branch
Date and time of visit
Ayushman help-desk information
Medical diagnosis or referral
Package name or code
Written refusal or estimate
Bills and payment receipts
Names or designations of hospital representatives

Complaint When a Hospital Demands Money

Approved covered treatment is intended to be processed cashlessly within the applicable package. However, some optional, excluded or non-covered services may fall outside the package.

Before complaining, ask for:

The approved package name and code.
The current pre-authorisation status.
The exact service said to be outside the package.
A written treatment estimate.
An itemised bill.
An official payment receipt.
An explanation from the Arogya Mitra.
Written information about optional upgrades.

Useful payment evidence

Hospital estimate
Itemised bill
Payment receipt
UPI or bank transaction record
Prescription for outside medicines
Outside diagnostic-test receipt
Approved package information
Written explanation from the hospital

Do not describe every payment as fraud without checking whether the service was included in the approved package. Provide factual evidence and request an official investigation.

Complaint About Card, eKYC or Download Problems

Before submitting a complaint about card creation, check the beneficiary record and identify the exact stage at which the process is failing.

Possible issues include:

Beneficiary record cannot be found
Login OTP is not received
Aadhaar authentication fails
Face authentication repeatedly fails
eKYC remains pending
eKYC is rejected without clear explanation
Card is approved but not generated
Download button is not available
Generated card contains incorrect details
Wrong family member appears on the card

Complaint About Eligibility or Name Not in the List

A missing beneficiary record does not automatically prove eligibility. First search using the correct state, scheme and every supported family identifier.

Before complaining:

Select the correct state.
Check every relevant scheme displayed.
Search using Aadhaar where supported.
Search using Family ID.
Search using PM-JAY ID.
Search using ration-card information.
Search using another family member.
Review the complete household record.
Check whether correction or member addition applies.
Visit an authorised assistance centre where necessary.

Check Name List

Read the beneficiary name-list guide .

Name Not Found

Read what to do when the name is missing .

Add Family Member

Read the family-member addition guide .

Check Eligibility

Read the eligibility check guide .

The grievance system cannot legitimately create eligibility by using false documents or an unsupported family relationship.

How to Report Suspected Ayushman Fraud

Report specific suspected misuse through an official complaint channel. Avoid publicly sharing sensitive beneficiary information.

Possible fraud concerns include:

An unknown person asks for an OTP
An agent promises guaranteed Ayushman eligibility
A person demands payment for a false card
Someone uses another beneficiary’s identity
A fake website collects Aadhaar information
An unofficial APK requests unnecessary permissions
A hospital record shows treatment not received by the beneficiary
An unauthorised person retains original identity documents
A caller asks for banking credentials

Preserve:

Phone number used by the suspected person
SMS, WhatsApp or email messages
Website address or application details
Payment receipt or transaction information
Name and location of the hospital or service centre
Date and time of the incident
A factual description of what occurred

Do not confront a suspected fraudster in a way that puts you at risk. Preserve evidence and use appropriate official reporting channels.

Offline Ayushman Complaint Methods

A grievance may also be reported through official offline channels, depending on the issue and local availability.

Possible channels include:

National PM-JAY helpline 14555
Applicable State Health Agency support channel
District Grievance Nodal Officer
Authorised district PM-JAY office
Ayushman help desk at an empanelled hospital
Written complaint to an official address
Official email, telephone or other accepted state channel

What to include in a written complaint

Complainant’s name and contact details
Beneficiary’s name and PM-JAY information
Hospital or stakeholder information
Complete incident description
Date and location
Copies of relevant evidence
Requested resolution
Signature and date where required

Submit copies of supporting documents unless an authorised officer specifically needs to inspect the originals. Collect all original documents before leaving an office.

District, State and National Grievance Levels

PM-JAY uses a multi-level grievance-redressal structure. The exact route depends on the issue, location and stakeholder involved.

DISTRICT LEVEL

District Grievance Authority

Many complaints are first examined by the concerned district-level nodal officer or grievance structure.

STATE LEVEL

State Grievance Authority

Cases may be reviewed or escalated through the State Health Agency and state grievance authorities.

APPELLATE LEVEL

State Appellate Process

Applicable unresolved or contested decisions may move through the grievance or appellate process defined by official guidelines.

NATIONAL LEVEL

National Grievance Authority

National-level grievance authorities may handle or monitor applicable escalated matters under PM-JAY.

Continue using the same Unique Grievance Number unless the official authority instructs you to register a separate grievance.

What to Do If the Complaint Is Pending or Unresolved

Open the official grievance portal.
Track the case using the Unique Grievance Number.
Read all current remarks and status information.
Check whether additional evidence was requested.
Provide clarification through an official channel.
Call 14555 and quote the Unique Grievance Number.
Ask which grievance authority currently holds the case.
Ask whether the case has been escalated.
Preserve every SMS, acknowledgement and status update.
Avoid registering repeated duplicate grievances without explanation.

Processing time can depend on the complaint type, evidence, investigation and authority involved. Do not rely on an unofficial promise of a guaranteed resolution date.

Complaint During a Medical Emergency

During an urgent or life-threatening medical situation, immediate professional medical assessment takes priority over a lengthy grievance process.

Request immediate medical assessment
Ask whether emergency stabilisation can be provided
Inform staff that the patient is an Ayushman beneficiary
Ask for the Ayushman help desk
Provide available beneficiary and identity information
Request referral when the hospital lacks facilities
Collect a referral or transfer summary
Keep all medical reports, estimates and receipts
Register the complaint after immediate care is secured

Do not delay emergency treatment while completing an online grievance form or arguing about a complaint number.

Ayushman Complaint Safety Precautions

Do not share an OTP with an unknown caller
Do not enter beneficiary information on an unofficial website
Do not publicly post Aadhaar or Ayushman Card images
Do not share an ATM PIN, UPI PIN, CVV or banking password
Do not pay an agent for guaranteed complaint resolution
Do not submit altered bills, reports or identity documents
Do not file a knowingly false complaint
Do not threaten or physically confront hospital staff
Do not sign blank complaint or settlement forms
Do not leave original documents permanently with an unknown person
Do not create repeated duplicate complaints without a reason

The PM-JAY helpline or grievance portal does not require your banking PIN, card CVV or internet-banking password.

Common Complaint Problems and Solutions

1. Complaint form does not open

Check the internet connection, refresh the official portal, try another browser or use the national helpline.

2. OTP is not received

Confirm the mobile number, network availability and SMS inbox. Wait before requesting another OTP.

3. PM-JAY ID is not accepted

Check the number carefully. Use the manual information option where the official portal permits it.

4. Hospital name is not available

Confirm the official hospital name, branch, state and district. Search the empanelled hospital list.

5. Supporting document does not upload

Check the permitted file type, size and image clarity. Upload only relevant documents.

6. Unique Grievance Number was not saved

Check acknowledgement SMS or email and contact the helpline using the registered mobile and complaint details.

7. Status remains submitted

Continue tracking and keep all evidence ready. Call the official helpline with the UGN when necessary.

8. Complaint is marked resolved but the issue continues

Read the official resolution remarks, collect evidence showing the issue continues and request the applicable review or escalation process.

9. Complaint was discarded

Review the reason. A grievance may be unactionable, duplicate or missing essential information.

10. Hospital contacts the beneficiary after complaint

Communicate calmly, keep written records and do not sign a false statement saying the issue was resolved.

Frequently Asked Questions

What is the Ayushman Card helpline number?

The national PM-JAY toll-free support number is 14555.

Where can I file an Ayushman complaint online?

Complaints can be submitted through the official Central Grievance Redressal Management System portal.

What is CGRMS?

CGRMS is the Central Grievance Redressal Management System used to register, monitor and process PM-JAY grievances.

Who can submit a complaint?

A beneficiary, family member, authorised representative or another applicable PM-JAY stakeholder may submit a specific grievance.

Can I complain against an empanelled hospital?

Yes. A complaint may be filed when an empanelled hospital appears to deny an eligible service, demand payment improperly or create another scheme-related problem.

What is a Unique Grievance Number?

It is the complaint number generated after successful grievance registration and used for tracking.

How do I track my complaint?

Open the official grievance portal and use the Unique Grievance Number with the requested verification information.

Can I register a complaint by phone?

Yes. Call 14555 and request official assistance with registering the grievance.

Can I complain without remembering my PM-JAY ID?

The official grievance workflow may allow manual information entry when the PM-JAY ID or old registered mobile number is unavailable.

What documents should I upload?

Upload only documents relevant to the grievance, such as bills, receipts, medical reports, written refusal or portal screenshots.

What should I do if the hospital demands money?

Request the package name, written estimate, itemised bill and official receipt. Preserve the documents for the grievance.

Can I complain about card or eKYC problems?

Yes. Clearly state the exact card, authentication, status or download problem and attach relevant evidence.

Can a complaint add my name to the beneficiary list?

A grievance may request review of a genuine record issue, but it cannot legitimately create eligibility without an applicable official basis.

How long does complaint resolution take?

Processing depends on the complaint, evidence, investigation and grievance authority. There is no single guaranteed period for every case.

What if my complaint remains unresolved?

Track the case using the UGN, provide requested evidence and contact 14555 for information about the current authority or escalation status.

Should I file several complaints for the same issue?

Avoid unnecessary duplicate complaints. Continue using the existing UGN unless the official authority instructs otherwise.

Can an agent guarantee complaint resolution?

No unauthorised person can legitimately guarantee the result of an official grievance.

Does the helpline ask for a UPI PIN?

No. Do not share a UPI PIN, ATM PIN, CVV or banking password for an Ayushman complaint.

Final Words

Use the official PM-JAY helpline and grievance system when you experience a genuine Ayushman Card, hospital, payment, package, beneficiary or service-related problem.

Before filing the complaint, collect beneficiary information, hospital details, dates, medical records, written explanations, bills, receipts and screenshots. Write a clear factual description and explain the resolution you are requesting.

Save the Unique Grievance Number generated after registration. Use it to track the complaint, respond to requests for additional information and communicate with official grievance authorities.

Official Resources

Disclaimer

Wikisia is an independent informational website. It is not affiliated with the National Health Authority, AB PM-JAY, the Government of India, any State Health Agency or any hospital.

Helpline procedures, grievance categories, complaint forms, status labels, escalation methods, portal features and state-level support channels may change.

Always submit beneficiary and grievance information through the official PM-JAY helpline, CGRMS portal, National Health Authority, applicable State Health Agency or another authorised grievance channel.

This article is provided for general educational purposes. It does not provide medical or legal advice and does not guarantee complaint acceptance, grievance resolution, card approval, hospital admission, cashless treatment or medical outcomes.