Grievance redressal
While the term "Grievance Redressal" primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.
The Government of India has made effort to systematize the nature of grievance redressal through legislation,[1] being driven by civil society agitations under the leadership of Anna Hazare and Arvind Kejriwal for enactment of the Jan Lokpal Bill into law.
These are rarely made known to the public in case of private businesses; governments and non-profits usually share voluntarily or by mandate the hierarchy of officers responsible for taking corrective action.
Customers are often reluctant to report grievances that target individual executives of the organization, especially those who may influence their future interactions or have the potential to take vengeance.
This, however, opens the potential problem of deceitful negative inputs purposefully targeted against specific executives, as the people reporting are kept anonymous.
However, smarter ticketing systems sort grievances based on their classification, and then redirect each to their relevant executive(s) instantly.
Smart Grievance Portals such as ActPlease expect organizations to configure typical action time for each type of complaint, as well as set up the hierarchy for escalation.
Websites of organizations generally carry the Contact Us page, which lists the email and phone numbers to use to submit any concerns.
ActPlease, being a third party site, handles anonymity of the reporter from the organization when necessary, while ensuring the genuine nature of the person, through SMS verification.
Such SaaS Portals are easy to use and easily affordable for all organizations including SMEs, while empowering them with the latest tools such as Mobile application testing and Customized Websites.
Large-scale ERP software, such as SAP and Genie also provide facility for setting up ticketed grievance redressal and customer support systems.
