Grievance Redressal System is a mechanism to receive and act on complaints and grievances reported by customers of a private organization or public citizens accessing a government (G2C) service.
Grievance Redressal may be handled directly by organizations through their own websites or through call centers. A new innovation is smart web portals for grievance processing, connecting customers and action-takers directly through ICT media such as SMS and email.
References
Grievance Redressal System Wikipedia(Text) CC BY-SA