Answer:

Grievance as an expression of dissatisfaction made to an organization related to its products, services and/or process, where a response or resolution is explicitly or implicitly expected. The basic principle behind this is that if the promised level of service delivery is not achieved or if the right of a citizen is not honored, then the citizen should be able to take recourse to a mechanism to have his grievance redressed.

Why to have Grievance redressal

♤ The poor record of most public agencies in the areas of prompt and effective redressal of public grievances is a major cause of public dissatisfaction and since the Government being a service provider, it is bound to meet people’s needs and aspirations.

♤ Effective and timely redressal of public grievances is a hallmark of responsive and responsible governance

♤ Accessible and effective grievance mechanism are necessary component of accountability

♤ There cannot be any fruitful enjoyment of services unless facility is provided for providing remedies in case of violation of those rights conferred to citizend. In the absence of the remedial system the rights become infructuous.