Each department consists of a grievance redressal section that acts more like a Public Relation medium between the department and the citizen. Queries and complaints are addressed via this medium. The Grievance Redressal System can prove to be a mechanism to receive and act on complaints and grievances reported by customers against a government organization or citizens accessing a government-to-Citizen (G2C) service.
A mechanism like this is part and parcel of any government administration. Administrations can claim to be accountable, responsive and user-friendly only if it has established an efficient and effective grievance redress mechanism. The grievance redress mechanism of an organization is the gauge to measure its efficiency and effectiveness as it provides important feedback on the working process of the administration. This system also helps in healthy communication and maintains standardized business & ethical process across the department.
