Grievance Redressal

Grievance Redressal is a management- and governance-related process used commonly in India. While the term "Grievance Redressal" primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.

The traditional approach to Grievance Redressal, which is handled through letters and complaint forms, has very little appeal and its usage rarely reflects the actual state of customer satisfaction or lack thereof. However, new Internet-based approaches used by the government and more by private organizations, such as Public grievance redressal (pgportal)- India, TripAdvisor, and ActPlease.com.

Grievance Redressal mechanism is mandated in Government agencies and departments that are directly involved with serving citizens and organizations. Usually a Public Relations Officer (PRO) is designated with the role of receiving complaints and initiating corrective action, but this mechanism often fails on account of lack of authority vested in the PRO over officers of various capacities. The Government of India has made effort to systematize the nature of grievance redressal through legislation, being driven by civil society agitations under leadership of Anna Hazare and Arvind Kejriwal for enactment of the Jan Lokpal Bill into law.

Private businesses and Non-Profits engaged in service delivery, such as hotels, restaurants, colleges, etc. often tend to set up their own mechanisms, such as Feedback forms and Contact Us pages. Such means to get direct feedback enable businesses to take corrective action in time. Governments also often accept the responsibility of Consumer protection from private organizations through Legislation as well as setting up Consumer Courts and Organizations for Dispute Resolution. Such consumer courts pursue quick action for redress, while maintaining affordability and ease to the consumer.

Grievance Redressal typically covers the following types of complaints:

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