Complaint(Grievance):Expression ofdissatisfaction made to an organisationrelated to its product,services and/orservice(es) where a response or resolution isexplicitly or implicitly expected.

Staff and Public grievances

Nature and Trend of grievances

Mostly related to Service Matters-completion of service records,Pay Fixation,TA/DA claims,fair promotion,pension etc.

1. Prompt acknowledgement of grievances-within three days of receipt

2. Careful analysis-No grievance is to berejected without having been independentlyexamined. At a minimum, this means that anofficer superior, to the one who delayedtaking the original decision or took theoriginal decision that is cause for grievance,should actually examine the case as well asthe reply, intended to be sent to thegrievance holder.

3. Taking Decision on grievances at a fairly senior level

4. Sending a reasoned speaking reply.

5. Fixing responsibility in each case of delay,default and dereliction of duty, identified byDirector of Grievances, and take appropriateaction against concerned personnel. Inaddition, consider feasibility of prescribingspecific penalty clauses for such failures.

The best method to redress a grievance is not to allow the grievance to arise at the first instance

Even the redress of a grievance, that arose on account of delay, is also delayed as is revealed by the analysis of grievances according to which on a average six months are taken to redress a grievance.

Identification of systemic deficiencies-to eliminate the causes of grievances.

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