Abstract
Grievance redressal is often a general administrative exercise which is adopted by various state governments and agencies with varying degrees of commitment and efficacy. An ideal redressal mechanism aims at safeguarding degrees against official apathy, corruption and systemic aberrations. It also implicitly acts as a deterrent to erring agencies and functionaries as well as sets a benchmark for a higher executive’s oversight to peoples’ complaints. A revisit to the course and manner of this hitherto routine exercise reveals that the functional and effectual system for addressing people’s grievances has to include a mechanism which is specific as well as achievable and includes a procedure for measurable performance. The CM Window initiative of the Government of Haryana has set its sight at unrestricted grievance redressal across departments and geographical spreads of the state through a process of decentralised complaint recording, prompt solutions and centralised monitoring at the highest level. This article offers a closer insight into the focus, working, effectiveness and limitations of the ambitious exercise to ameliorate citizens’ hardships.
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