Grievance Redressal

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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.

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