The city that was chosen for the study here is Vadodara. The study started by understanding various municipal services. After observing the current scenario of various services and conducting a citizen survey, it was noticed that people despite being well-aware about the system weren't well- aware about whom to raise their concerns to. Hence, the system of complaint redressal was studied in detail to identify the issues to minimize the gap between the involved stakeholders. Thereafter, proposals to improve citizen charter, better ways of recording, monitoring, informing, and analyzing were framed along with suggesting the implementation of an awareness program.