Grievance Redressal Management Module (GAAP)

Any grievance faced by anyone during implementation of the project can be addressed through the Grievance Redressal System. In order to deal with the complaints received from all the stake holders (e.g. contractors/ suppliers) effectively, a complaint handling mechanism would be available in the MIS, and immediate action would be initiated on receipt of complaints to redress the grievances.

  1. There will be online registration of Complaint.
  2. Complaints are also under supervision of Nodal officer / PD.

All complaints on receipt by post will also be entered in the portal. These complaints would be addressed Interim reply within 7-dys and final redressal within 30 days. All complaints would initially be required to addressed by a Receiving officer. The Receiving Officer will need to record the Interim Reply in the system within 7 days from the date of submission of complaint. Further, the Receiving Officer will need to respond to the complaint within the next 23 days of recording Interim Reply. In case the Receiving Officer fails to comply to either of the conditions, then such complaint would automatically be escalated to the Appellate Authority.
For the purpose of this module, all the grievances fall into two broad categories:

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Any grievance faced by anyone during implementation of the project can be addressed through the Grievance Redressal System. In order to deal with the complaints received from all the stake holders (e.g. contractors/ suppliers) effectively, a complaint handling mechanism would be available in the MIS, and immediate action would be initiated on receipt of complaints to redress the grievances.

  1. There will be online registration of Complaint.
  2. Complaints are also under supervision of Nodal officer / PD.

All complaints on receipt by post will also be entered in the portal. These complaints would be addressed Interim reply within 7-dys and final redressal within 30 days. All complaints would initially be required to addressed by a Receiving officer. The Receiving Officer will need to record the Interim Reply in the system within 7 days from the date of submission of complaint. Further, the Receiving Officer will need to respond to the complaint within the next 23 days of recording Interim Reply. In case the Receiving Officer fails to comply to either of the conditions, then such complaint would automatically be escalated to the Appellate Authority.
For the purpose of this module, all the grievances fall into two broad categories:

  1. Complaint
  2. Appeal

Anyone with access to internet will be able to register and log a complaint using the system interface. In case the user is not convinced with the redressal his/her complaint has met with, the user will have an option to log an Appeal in the system referring the complaint number. All appeals raised are automatically assigned to the relevant Appellate Authority for redressal. For all matter concerning Complaints and Appeals, the Project Director has the final say.

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