GRIEVANCES REDRESSAL INITIATIVE

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.

Grievance Redress Mechanism is part and parcel of the machinery of any

administration. No administration can claim to be accountable, responsive and
user-friendly unless it has established an efficient and effective grievance redress
mechanism. In fact, the grievance redress mechanism of an organization is the
gauge to measure its efficiency and effectiveness as it provides important feedback
on the working of the administration.

STRUCTURE OF GRIEVANCE REDRESS MACHINERY AT APEX

LEVEL

The grievances of public are received at various points in the Government of India.
There are primarily two designated nodal agencies in the Central Government
handling these grievances. These agencies are: -

 Department of Administrative Reforms and Public Grievances, Ministry of

Personnel, Public Grievances and Pensions
 Directorate of Public Grievances, Cabinet Secretariat
The advantages of the Grievances redressal mechanism are numerous. Firstly, it
allows the real time lodging of complaints. Any branch, regional, zonal or head
office can register grievances on behalf of complainants and can view the status
simultaneously. Any complaint is automatically acknowledged by e-mail, its status
can be tracked online and it is automatically escalated to the next level if it is not
addressed within the specified time period.

Views

Grievances redressal is one of the greatest initiatives by the Government of India.

This is the platform where you can visualize the strength of Digital India.
I believe that bureaucrats can still escape from RTI by mentioning some clause or
the other. But, for complaints filed under grievances redressal they just cannot.
The grievances are being closely monitored by the secretaries of the concerned
ministry. It brings transparency and accountability in the central government
systems and thus can greatly reduce the corruption.