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Grievance Redressal Machinery Case Study

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31 views6 pages

Grievance Redressal Machinery Case Study

Uploaded by

ronit.03.b.comca
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© © All Rights Reserved
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NDUSTRIAL RELATIONS AND ITS LEGAL ASPECTS

Overview of Grievance Redressal Machinery

Grievance redressal mechanisms are essential for addressing complaints and


ensuring accountability in both public and private sectors. This case study explores
various systems implemented across different contexts, focusing on their structure,
effectiveness, and areas for improvement.

Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

CPGRAMS Overview:

The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was
established by the Government of India to streamline the grievance redressal
process. It allows citizens to lodge complaints regarding public services and monitor
their status online. Key features include:

Timely Resolution: Grievances must be resolved within 30 days, with urgent cases
prioritized1.

Nodal Officers: Each ministry appoints Nodal Grievance Resolution Officers (GROs)
responsible for addressing complaints and ensuring quality disposal13.

Data Analysis: Regular analysis of grievance trends helps identify systemic issues
and implement corrective measures.

Challenges:

Despite its structured approach, CPGRAMS faces challenges such as:

Accessibility Issues: Citizens often struggle to access grievance mechanisms


effectively.

Authority Gaps: Nodal officers may lack the necessary authority to enforce changes
within departments3.

Surat Municipal Corporation’s Intelligent Complaint Management System


(ICMS)

ICMS Implementation:

Surat Municipal Corporation has developed an Intelligent Complaint Management


System (ICMS) that integrates multiple platforms for lodging complaints. This system
emphasizes:

Multiple Registration Channels: Complaints can be registered via a website,


mobile app, toll-free number, and WhatsApp.

Real-Time Tracking: Each complaint receives a unique identification number,


allowing citizens to track its status throughout the resolution process2.
Outcomes:

The ICMS has led to improved service delivery and transparency in municipal
operations. The integration of data-driven tools facilitates better governance and
informed policy-making2.

Institutional Grievance Redressal Mechanisms

Educational Institutions:

Many educational institutions have established grievance redressal committees to


address student complaints effectively. For instance:

Mount Carmel College’s Approach: The college has a dedicated committee that
handles grievances related to academics, finances, and other student services.
Complaints can be submitted anonymously or directly through various channels4.

Objectives and Functions:

These committees aim to resolve issues promptly while ensuring that students are
informed about the measures taken. They also conduct regular reviews to prevent
recurrence of similar grievances4.

Corporate Sector Case Study: Ranbaxy

Grievance Handling at Ranbaxy:

Ranbaxy Laboratories implemented a grievance handling mechanism focusing on


employee satisfaction. Key aspects include:

Nature of Grievances: Common issues involve promotions, compensation, and


service matters5.

Employee Satisfaction: Surveys indicate that while many employees are satisfied
with the grievance process, there is room for improvement in documentation and
follow-up procedures5.

Recommendations:

To enhance the effectiveness of grievance handling, organizations should ensure:

Training for Supervisors: Equip managers with skills to address grievances promptly.

Documentation Practices: Maintain detailed records of grievances for future


reference and analysis.

Conclusion

Grievance redressal mechanisms play a crucial role in fostering accountability and


transparency across various sectors. While systems like CPGRAMS and ICMS
demonstrate significant advancements in addressing public grievances, continuous
improvements are necessary to enhance accessibility and effectiveness. Institutions
must adapt their approaches based on feedback and evolving needs to ensure that
grievances are managed efficiently and satisfactorily.
Annexure 1
Appendix

QUESTIONNAIRE:
1. Age –
o Less than 24 years old
o 25-34 years old
o 35-44 years old
o 45 and above

2. Gender –
o Male
o Female

3. Location –
o Madhya Pradesh
o Maharashtra

4. Household annual income –


o Up to 5,00,000
o 5,00,000 – 10,00,000
o 10,00,000 and above

5. Highest degree you have completed –


o Non-matriculate
o High School (Matriculation/ 12th)
o Bachelor’s Degree
o Professional/Master’s Degree
o Doctorate Degree

6. Marital and Family Status –


o Single
o Married without children
o Family with dependent children
o Family with independent children

40 | P a g e
7. Do you have life insurance policy –
o Yes
o No

8. Which of the company life insurance policy are you aware of –


□ Life Insurance Corporation of India Company
□ India First Life Insurance company
□ SBI Life insurance company
□ Aditya Birla life insurance company
□ Max life insurance company
□ Others

9. Level of importance did you give to below factors while buying


insurance –
(1 for not important to 5 for very important)
o Interest rate/ Return
1 2 3 4 5
o Safety

1 2 3 4 5
o Tax benefit

1 2 3 4 5
o Liquidity

1 2 3 4 5
o Settlement ratio

1 2 3 4 5
o Flexibility

1 2 3 4 5
o Facility to Track policy over App/ website

1 2 3 4 5

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10.How important to go through Advertisement
before buying an insurance policy –
(1 for not important to 5 for very important)
1 2 3 4 5

11.Do you agree, Life insurance cover is important –


(1 for not important to 5 for very important)
1 2 3 4 5

12.Would you prefer IFLI Compony policy –


(1 for Not preferred to 5 for Very strongly preferred)
1 2 3 4 5

13.Buying behaviour –
(1-Very negative, 2-Negative, 3-Neutral, 4-Positive, 5-Very positive)
1 2 3 4 5

14.Overall opinion towards life insurance –


(1 for strongly unsatisfied to 5 for strongly satisfied)
1 2 3 4 5
42 | P a g e

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