Grievances Redressal is one of the flagship initiatives for the reformation in governance started by the government through addressing...
Grievances Redressal is one of the flagship initiatives for the reformation in governance started by the government through addressing the grievances of general public. Public complaints and feedback mechanism is one such facet that makes the government more responsive to public needs. But the traditional system wherein a complainant visits the concerned department to file a complaint is inconvenient, time consuming and more often than not, unresponsive. A physical register is just not capable enough to handle the sheer volume of complaints generated on a daily basis. It hampers productivity, is riddled with impartiality, and inter-departmental grievances become a quagmire to trudge through.
An effective and efficient response to citizen grievances becomes an essential index of a government’s performance. All government agencies should have a process for redressed of complaints that is responsive, fast and fair. Apart from a robust grievance redressal mechanism, they should also encourage citizens to give genuine feedback on the services provided, whether it was satisfactory, whether they were treated well by the departmental staff and how they think the system could be improved.
This proposed system will be below features