Public Grievance Redressal Systems

May 2013

Public grievance redressal (PGR) is an important function of any transparent and efficient service-oriented urban local body. A PGR system provides a bridge for citizens to engage with the urban local body, voice their concerns, and provide feedback on its functioning and various aspects of service delivery.
Improvement in Public Grievance Redressal System: Gujarat ULBs study reviews the complaints redressal mechanisms and identifies improvements to be carried out to make them more effective.
Model citizen charter is a comprehensive, user-friendly guideline for adaption and dissemination.  A simple excel based complaints recording tool that produces monthly and yearly reports for the chief officer. Auto-generated reports have spatial and sectoral analysis of complaints as well so that the ULBs could use these for improving services.