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Grievance redress

There should be a robust grievance redressal mechanism. Apart from any centralized system introduced by the state (e.g., call center / command center) there should also be a method to lodge local complaints (e.g. complaints box, receipt provided for a complaint letter or an opportunity to meet the Doctor). These should be acted upon in a timely manner and feedback provided to the complainant, wherever possible. In addition, there should be a time limit to resolve registered grievances; and if not complied with, should automatically be escalated to the next higher level. This will strengthen efficiency, accountability and quality of services being delivered.