GRIEVANCE REDRESS SYSTEM(GRS)

Grievance Redress System is recognised worldwide as one of the important indicators of an organisation's proficiency and efficiency. Grievance redressal is, in fact, a governance related management process. In the case of governments, it is usually established in order to ensure better public service for citizens. It is a platform for aggrieved parties to appeal to relevant authorities if they are dissatisfied with a service. Grievance Redress Mechanisms should be a part and parcel of the machinery of any administration if accountability is desired and expected. The role of GRS is very important in making administrations accountable to citizens, improving quality of services, and strengthening good governance. An administration cannot be accountable, responsive and userfriendly unless it has established an efficient and effective grievance redress mechanism. In fact, the GRS of an organisation - be it public or private - is an ideal tool to measure the efficiency and effectiveness of that organisation, as it provides important feedback on the working of its administration. Grievances can result from dissatisfaction or discontent with government office's pledged services, service providing mechanism and quality of services and products. If there is an effective space or platform for seeking remedies or making statement on any grievance, be it reasonable or unreasonable, practical or impractical, it creates an opportunity for mitigation of citizen's dissatisfaction and discontent. The Government of Bangladesh (GoB) thus sees an urgent need for a modern, skilled, creative and people-oriented public administration and deems the existence of a modern grievance redress system crucial.