Journal articles: 'Grievance Redressal'

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Putturaj, Meena, Anja Krumeich, Prashanth Nuggehalli Srinivas, Nora Engel, Bart Criel, and Sara Van Belle. "Crying baby gets the milk? The governmentality of grievance redressal for patient rights violations in Karnataka, India." BMJ Global Health 7, no. 5 (May 2022): e008626. http://dx.doi.org/10.1136/bmjgh-2022-008626.

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BackgroundPatient rights aim to protect the dignity of healthcare-seeking individuals. Realisation of these rights is predicated on effective grievance redressal for the victims of patient rights violations.MethodsWe used a critical case (that yields the most information) of patient rights violations reported in Karnataka state (South India) to explore the power dynamics involved in resolving grievances raised by healthcare-seeking individuals. Using interviews, media reports and other documents pertaining to the case, we explored the ‘governmentality’ of grievance redressal for patient rights violations, that is, the interaction of micropractices and techniques of power employed by actors to govern the processes and outcomes. We also examined whether existing governmentality ensured procedural and substantive justice to care-seeking individuals.ResultsCollective action was necessary by the aggrieved women in terms of protests, media engagement, petitions and follow-up to ensure that the State accepted a complaint against a medical professional. Each institution, and especially the medical professional council, exercised its power by problematising the grievance in its own way which was distinct from the problematisation of the grievance by the collective. The State bureaucracy enacted its power by creating a maze of organisational units and by fragmenting the grievance redressal across various bureaucratic units.ConclusionThere is a need for measures guaranteeing accountability, transparency, promptness, fairness, credibility and trustworthiness in the patient grievance redressal system. Governmentality as a framework enabled to study how subjects (care-seeking individuals) are rendered governable and resist dominant forces in the grievance redressal system for patient rights violations.

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Meshram, Er Ashwini, Vedanti Palandurkar, Harshal Zade, Akash Masram, and Nikita Manmode. "A Survey on Student Grievance Redressal System." International Journal for Research in Applied Science and Engineering Technology 11, no. 2 (February 28, 2023): 715–20. http://dx.doi.org/10.22214/ijraset.2023.49116.

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Abstract: Student satisfaction is a major concern throughout the institute. However, many times students cannot express their concerns. That eventually results in student dissatisfaction. Hence, to solve this problem a student grievance cell system is useful and it deals with student issues and grievances. The student can lodge their complaints through this system which will be redressed by the institute. The student grievance cell is where students can make a complaint without fear of accomplishment and discrimination and ask for help if there is any problem. A student grievance cell is a group of people who are there to help students struggling academically and emotionally. Students can approach the cell to express their concerns regarding academic matters ,health services, libraries, and other services. It also provides support and resources to students so they can talk about their issues. The student grievance cell will also focus on harassment issues, creating a protective environment for students. The student grievance redressal system is designed to provide an easy-to-use interface for students to register their complaints and track their progress. The system is equipped with features such as notifications, reporting, and analysis to improve the overall efficiency and effectiveness of the grievance redressal process. The system is designed to be user-friendly, making it easy for students to navigate and access all the necessary information. One of the key features of the system is the ability to track and monitor the progress of each complaint.This helps to ensure that all complaints are addressed in a timely and efficient manner, and that students are kept informed of the progress of complaint slain. The system is also equipped with reporting and analysis tools to help university administrators understand the nature and frequency of complaints and make informed decisions to improve the educational experience for students

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Singh, Alok Pratap, Ankur Goel, Aakansha Goel, and Diksha Arya. "NLP based Grievance Redressal System." International Journal of Computer Applications 184, no. 12 (May 20, 2022): 44–48. http://dx.doi.org/10.5120/ijca2022922104.

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Singh, Ravindra, and Sewa Singh. "Grievance Redressal Machinery in UK." Indian Journal of Public Administration 53, no. 2 (April 2007): 223–37. http://dx.doi.org/10.1177/0019556120070206.

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Patel, Viral, Daanyaal Kapadia, Deval Ghevariya, and Shiburaj Pappu. "All India Grievance Redressal App." June 2020 2, no. 2 (May 18, 2020): 91–99. http://dx.doi.org/10.36548/jitdw.2020.2.002.

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Citizens of the India face civic problems in their day-to-day lives. They resort to the one of many ways provided by the government to file their complaints. The grievance registration systems have evolved in many ways with the advancement in technologies to simplify the task. This paper presents the architecture of a Grievance redresser Application where the civilians can address any kind of complain which they are facing. The main focus of the project is about the pothole related complains. One of the most difficult task for the government officials to estimate the total time and material required to fill the pothole of widely spaced roads, this is one of the major problem faced by government authorities which leads to delaying in repairing the pothole and increased the cost to fill a particular pothole. This Application will give easy access to people to put their complaints towards the government.

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Dayal, Bhupeshwar, and Rajvir Dhaka. "The CM Window in Haryana: A Landmark Initiative for Grievance Redressal." Indian Journal of Public Administration 67, no. 4 (December 2021): 587–607. http://dx.doi.org/10.1177/00195561211056412.

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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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Stojisavljević, Stela, Bosiljka Đikanović, Luka Vončina, Kerry Scott, Zubin Shroff, Dijana Manigoda, Savka Štrbac, Borut Bosančić, and Inke Mathauer. "The challenge of ensuring elderly people can access their health insurance entitlements: a mixed methods study on the Republic of Srpska’s Protector of Patients’ Health Insurance Entitlements." BMJ Global Health 7, Suppl 6 (September 2022): e009373. http://dx.doi.org/10.1136/bmjgh-2022-009373.

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IntroductionHealthcare utilisation requires knowing one’s entitlements and how to access them (navigation) and having access to grievance redressal when entitlements are denied. To ensure citizen access to and use of health insurance entitlements, the Health Insurance Fund established an initiative called the Protector of Patients’ Health Insurance Entitlements (PPHIE). PPHIEs are supposed to provide patient navigation and grievance redressal services. This paper explores to what extent this initiative meets its objectives and is used by the elderly in rural areas.MethodsThis study employed a mixed methods approach. We conducted in-depth interviews with elderly patients in rural areas, PPHIEs, health providers and health insurance managers (N=39), as well as focus groups (N=5) and a household survey (N=715) with elderly rural patients. Qualitative data were analysed using content analysis, and the household survey results were analysed using descriptive statistics.ResultsThe majority of elderly patients were not aware of the PPHIE initiative and instead received patient navigation support from their healthcare providers. The PPHIE programme was poorly publicised among the population. Although PPHIEs had a mandate to pursue grievance redressal they rarely did so, and their role in the system was more symbolic than functional.ConclusionWhile healthcare providers have (by default) filled the navigation role left by inactive PPHIEs, the grievance redressal role remains unfilled. Information about health insurance entitlements and access to grievance redressal must be provided through visible, accessible and efficient mechanisms that should be continuously monitored and improved.

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G, Sangeetha, and L. Manjunatha Rao. "Modelling of E-Governance Framework for Mining Knowledge from Massive Grievance Redressal Data." International Journal of Electrical and Computer Engineering (IJECE) 6, no. 1 (February 1, 2016): 367. http://dx.doi.org/10.11591/ijece.v6i1.9019.

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With the massive proliferation of online applications for the citizens with abundant resources, there is a tremendous hike in usage of e-governance platforms. Right from entrepreneur, players, politicians, students, or anyone who are highly depending on web-based grievance redressal networking sites, which generates loads of massive grievance data that are not only challenging but also highly impossible to understand. The prime reason behind this is grievance data is massive in size and they are highly unstructured. Because of this fact, the proposed system attempts to understand the possibility of performing knowledge discovery process from grievance Data using conventional data mining algorithms. Designed in Java considering massive number of online e-governance framework from civilian’s grievance discussion forums, the proposed system evaluates the effectiveness of performing datamining for Big data.

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G, Sangeetha, and L. Manjunatha Rao. "Modelling of E-Governance Framework for Mining Knowledge from Massive Grievance Redressal Data." International Journal of Electrical and Computer Engineering (IJECE) 6, no. 1 (February 1, 2016): 367. http://dx.doi.org/10.11591/ijece.v6i1.pp367-374.

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With the massive proliferation of online applications for the citizens with abundant resources, there is a tremendous hike in usage of e-governance platforms. Right from entrepreneur, players, politicians, students, or anyone who are highly depending on web-based grievance redressal networking sites, which generates loads of massive grievance data that are not only challenging but also highly impossible to understand. The prime reason behind this is grievance data is massive in size and they are highly unstructured. Because of this fact, the proposed system attempts to understand the possibility of performing knowledge discovery process from grievance Data using conventional data mining algorithms. Designed in Java considering massive number of online e-governance framework from civilian’s grievance discussion forums, the proposed system evaluates the effectiveness of performing datamining for Big data.

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G, Sangeetha, and L. Manjunatha Rao. "Modelling of e-Governance Framework for Mining Knowledge from Massive Grievance Redressal Data." International Journal of Advances in Applied Sciences 6, no. 1 (March 1, 2017): 32. http://dx.doi.org/10.11591/ijaas.v6.i1.pp32-41.

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With the massive proliferation of online applications for the citizens with abundant resources, there is a tremendous hike in usage of e-governance platforms. Right from entrepreneur, players, politicians, students, or anyone who are highly depending on web-based grievance redressal networking sites, which generates loads of massive grievance data that are not only challenging but also highly impossible to understand. The prime reason behind this is grievance data is massive in size and they are highly unstructured. Because of this fact, the proposed system attempts to understand the possibility of performing knowledge discovery process from grievance Data using conventional data mining algorithms. Designed in Java considering massive number of online e-governance framework from civilian’s grievance discussion forums, the proposed system evaluates the effectiveness of performing datamining for Big data.

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Aggarwal, Veena, P. R. Krithika, and Deepika Garg. "Strengthening municipal governance for effective consumer grievance redressal." International Journal of Regulation and Governance 10, no. 2 (2010): 63–75. http://dx.doi.org/10.3233/ijr-120095.

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Kumar, Anup, Amit Adlakaha, and Kampan Mukherjee. "The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country." International Journal of Bank Marketing 36, no. 7 (October 1, 2018): 1170–89. http://dx.doi.org/10.1108/ijbm-04-2017-0077.

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Purpose Many developing countries, including India, are committed to curbing black money from the economy. Therefore, these countries are focusing on a transparent online transaction facility. M-wallets are one online option facilitated by various companies using a mobile application. The purpose of this paper is to investigate the impact of perceived usefulness, perceived security, perceived ease of use, trust, grievance redressal and satisfaction on young users’ intention to continually use M-wallet in India. Design/methodology/approach A research framework based on the expectation–confirmation theory has been formulated and tested empirically using data from M-wallets young users in India using structural equation modeling. Findings The analysis reveals that perceived usefulness and perceived ease of use significantly affect user satisfaction and intention to continually use M-wallets. The effect of perceived security on user satisfaction is significant, and grievance redressal mediates the effect of perceived security on intention to continually use M-wallets. Practical implications The outcome of the research will help M-wallet service providers and policy makers in planning the service and increasing customer’ continuance intention. Originality/value The uniqueness of this research is that it adds two important constructs for mobile payment systems (grievance redressal and perceived security) that were missing in the earlier model proposed by Zhou (2013). The addition of the two constructs helped in formulating a better model.

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Kumar, Inakhiya Govind. "The Role of Centralized Public Grievance Redress and Monitoring System (CPGRM) in Ensuring time-bound and Effective Redressal of Grievances." Public Affairs And Governance 9, no. 2and3 (2021): 150–62. http://dx.doi.org/10.5958/2321-2136.2021.00009.6.

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Singh, Swapna. "Model of Grievance Redressal System using PHP-A Preferred Web Technology." International Journal for Research in Applied Science and Engineering Technology 8, no. 6 (June 30, 2020): 1099–104. http://dx.doi.org/10.22214/ijraset.2020.6177.

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G, Sangeetha, and Manjunatha L. Rao. "Efficient Framework of e-Government for Mining Knowledge from Massive Grievance Redressal Data." IJARCCE 4, no. 5 (May 30, 2015): 671–77. http://dx.doi.org/10.17148/ijarcce.2015.45142.

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Negi, Baldev Singh. "Public Services Delivery and Grievance Redressal Initiatives: A Case Study of Himachal Pradesh." Indian Journal of Public Administration 66, no. 3 (September 2020): 380–89. http://dx.doi.org/10.1177/0019556120960006.

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Tamragundi, A. N., and Seema Badiger. "ANALYTICAL STUDY ON BANKING OMBUDSMAN FROM BANKER’S STANDPOINT." YMER Digital 21, no. 06 (June 22, 2022): 754–63. http://dx.doi.org/10.37896/ymer21.06/76.

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In the present scenario, Banks are all set to add new frontiers by rendering quality services with the harnessed technology and globalised market to reach the pinnacle. Banks as a largest financial service provider, it would be the part and parcel of its life to outclass in its service delivery and also to receive both the positive and negative feedback. Banks, if not a good service provider, would get hindered with its progress. Nowadays, due to the diversity of population, Customers are having good education and sound knowledge about most of the aspects, and their tough competition among their counterpart are heavy, thus leading the Banks to be on par with it. If the Banks are not at the forefront in rendering quality services as per their expectations, customers would divert their mind towards other service providers, who would have great goodwill in the market. Through this study we would understand the significance of grievance redressal mechanism in Banking and the working of it towards the customers through a particular scheme provided by RBI called the Banking Ombudsman Scheme. The result of this study found that Banking Ombudsman verifies the matters on the viewpoint of both the Bankers and the Customers and supports the one who are on the right way adhering to the principles and procedures as per the Banking guidelines provided by RBI. KEYWORDS: - Banks, Banking Ombudsman, Customer, Competition, Grievances, Redressal Mechanism.

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Srikanth, Aligi. "Incidents of Sexual Harassment at Educational Institutions in India: Preventive Measures and Grievance Handling." Asian Review of Social Sciences 7, no. 3 (November 5, 2018): 108–13. http://dx.doi.org/10.51983/arss-2018.7.3.1458.

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Building up of a value based work culture is expected to be inherent in every educational setting. The emphasis of this research paper is to set up a preventive measure and fair procedure to develop a better and reliable organisational culture in educational institutions, free from issues of sexual harassment and exploitation. In doing so this paper will look at the recent developments in the arena of sexual harassment, the mandatory legal requirements for implementing policy that act as deterrent to and safeguard victim of sexual harassment at schools, colleges and universities. The paper highlights the imperatives that are vital for rendering executable and implementable policies, procedures and remedies. The research methodology adopted for this paper is doctrinal and sources of information are both primary and secondary which includes opinion and experience of women in educational institutions, reports and articles from books, newspapers, websites, case laws, etc. Various statute books and Bare Acts like the Indian Penal Code, 1860, Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 and The Criminal Law (Amendment) Act 2013 has also been referred for the study. Research attempted to understand the perception of women in educational institutions towards sexual harassment issues and identify the consequences and aftermath of incidents of sexual harassment at workplace. This paper suggests measures for effective implementation of Sexual Harassment Redressal forums in Educational Institutions as prescribed by law of land.

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Rana, Nripendra P., Yogesh K. Dwivedi, Michael D. Williams, and Vishanth Weerakkody. "Adoption of online public grievance redressal system in India: Toward developing a unified view." Computers in Human Behavior 59 (June 2016): 265–82. http://dx.doi.org/10.1016/j.chb.2016.02.019.

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Ranjan Singh, Akash. "Action plan to improve TB notification in a tribal district of Madhya Pradesh." MOJ Public Health 10, no. 2 (September 24, 2021): 52–54. http://dx.doi.org/10.15406/mojph.2021.10.00360.

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One of the main bottlenecks of the Revised National Tuberculosis Control Programme (RNTCP) in district Shahdol is inadequate notification of the TB patientsi.e.123 against the target 197 per lakh. An operationally feasible action plan was prepared by the district TB Programme. The objective was to improve this through engaging all stakeholders involved in notification care pathway. At community level engaging community healers, private practitioners, timely disbursement of honorarium to DOT providers and removing language barriers were emphasized. Also, the capacity building of peripheral workers, timely grievance redressal and regular monitoring was plan focus in order to improve the TB notification.

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Poongavanam, S., Srinivasan, and R. Divyaranjini. "A study on relationship among employees on grievance redressal system, morale followed in pharma companies." Indian Journal of Public Health Research & Development 9, no. 10 (2018): 1133. http://dx.doi.org/10.5958/0976-5506.2018.01291.3.

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Raju, Kandukuri, and Shivam Gupta. "Integrated Public Grievance Redressal System (iPGRS) A Next-Gen Solution for a Next-Gen Railway." Civil Engineering and Architecture 6, no. 3 (May 2018): 164–70. http://dx.doi.org/10.13189/cea.2018.060306.

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Devnani, Mahesh, Anil Kumar Gupta, Ajay Wanchu, and Rakesh K. Sharma. "Factors associated with Integrated Counselling and Testing Center (ICTC) service satisfaction: experience from Chandigarh, India." Journal of College of Medical Sciences-Nepal 13, no. 1 (March 10, 2017): 229–34. http://dx.doi.org/10.3126/jcmsn.v13i1.15752.

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Background & Objectives: People while availing services at Integrated Counselling and Testing Centers (ICTC) face a lot of administrative and procedural problems which affect their level of satisfaction. This study was conducted at ICTC, Post Graduate Institute of Medical Education and Research, Chandigarh; within the scope of a larger research evaluating the “Quality of Infrastructure and Services available to PLHA”; to analyze the user’s perception about quality of services and factors affecting satisfaction level. Materials & Methods: Exit interviews of 50 randomly selected ICTC clients were conducted with structured questionnaire containing five groups of questions and questions on waiting time and satisfaction level. A scoring system was devised. The satisfaction level was cross matched with group questionsResults: The mean group scores of five groups of questions were: Information, access & guidance for services (42.5%), Behaviour of counsellors (94%), Quality of counselling (77.28%), Physical facilities (65.5%), Confidentiality, discrimination and grievance redressal (67%). All respondents said that counsellors were respectful and 91% found the behaviour of counsellor supportive & helpful, 80% reported that they understood everything that counsellor said. Eighty percent rated satisfaction level as satisfactory or above (6% very satisfactory, 74% satisfactory), 18% indifferent and 2% very dissatisfied. Factors found to be associated with client satisfaction level were counsellor’s response to the concerns and worries of clients up to their satisfaction (p=0.009), illumination in ICTC (p=0.04), knowledge of grievance redressal system (p=0.04) and total time spent in ICTC (p=0.03).Conclusion: This study provided user’s perspective about ICTC service and revealed the factors associated with ICTC service satisfaction level. Better quality ICTC Services can be provided by addressing these factors.

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Rana, Nripendra P., Yogesh K. Dwivedi, Michael D. Williams, and Banita Lal. "Examining the Success of the Online Public Grievance Redressal Systems: An Extension of the IS Success Model." Information Systems Management 32, no. 1 (January 2, 2015): 39–59. http://dx.doi.org/10.1080/10580530.2015.983019.

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Kulshrestha, Sony. "The Law Related to Consumer Protection in India: Issues and Redressal Mechanism." IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 13, no. 2 (December 10, 2018): 65. http://dx.doi.org/10.21013/jmss.v13.n2.p4.

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<p>Who is a consumer, always creates a new debate? A person who avails/consumes the services in exchange of the consideration is a consumer according to the given definition of consumer under Consumer Protection Act, 1986. This definition never includes any commercial activities or any re-sale or without fee transaction. We on daily basis face various MRP related issues, poor quality of products, adulteration, no bill issues and many more. Some of us raise a voice against these unfair practices but number of us always keep silence and take everything so easy. The reason behind this may be nobody has time or knowledge, when and where to proceed. The right of consumer protection only needs the awareness; awareness about the provisions, process, forums and a fair counselling. Though government has initiated number of awareness schemes which includes the advertisements on television, newspapers and in magazines, skits, workshops and various poster making competitions, still the consumer exploitation continues. In this research paper by using an empirical and doctrinal technique of research the researcher wants to highlight the area where the law is lacking its enforcement to protect the interest of the consumer. The researcher also draws an attention about consumer rights, various grievance redressal agencies, who and how can file a complaint, the jurisdiction and the format of filing a complaint. </p>

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Fernandes, Alphonsa B., Sweta D'Cunha, and Sucharita Suresh. "Patient Rights: Awareness and Practice in a Tertiary Care Indian Hospital." International Journal of Research Foundation of Hospital and Healthcare Administration 2, no. 1 (2014): 25–30. http://dx.doi.org/10.5005/jp-journals-10035-1011.

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ABSTRACT Aim and objectives To study the awareness and practice of Patient rights and to compare the same between general and private ward hospitalized patients of a selected hospital. Materials and methods Descriptive research approach was adopted wherein data was collected from 120 hospitalized patients, i.e. 60 from general and 60 from private ward using a structured questionnaire. It was then analyzed by frequency, percentage and significance test to interpret the awareness and practice of patient rights in the hospital. Results The study reveals that awareness of patient rights was high in most of the cases. There was 71% awareness about the right to confidentiality, 67% awareness of the right to grievance redressal, 65% awareness about the right to be informed, 58% awareness of the right of access to healthcare and 55% awareness about the patient's right to choice of care and decision making. But low (39%) awareness was noted in case of patient's right to informed consent. With regards to practice of patient rights, it was seen that certain rights were well-practiced like 95% practice of the right of access to healthcare, 89% practice of the right to confidentiality and 64% practice of the right to choice of care and decision making. But relatively lower percentage of practice was observed for right to be informed (49%), right to informed consent (44%) and the right to grievance redressal (21%). There was significant difference in the level of awareness and practice of patient rights among private and general ward patients in most of the rights. Conclusion The study was vital in finding that most respondents were aware of patient rights. So also, most of the patient rights were practiced in the hospital in varying degrees, while a few needed immediate rectification and management action. How to cite this article Fernandes AB, D'Cunha S, Suresh S. Patient Rights: Awareness and Practice in a Tertiary Care Indian Hospital. Int J Res Foundation Hosp Healthc Adm 2014;2(1):25-30.

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Shrivastava, Madhusri. "Vikram Rana at Margot Financial Securities." Asian Journal of Management Cases 15, no. 2 (July 2, 2018): 103–9. http://dx.doi.org/10.1177/0972820118780744.

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Well-intentioned efforts to address gender discrimination at the workplace are subverted when people claim concessions as entitlement. Vikram Rana, chief editor and head of production at Margot Financial Securities, Mumbai, was engaged in an energy-sapping battle of nerves with his associate, Neha Salian, an overbearing woman older to him whose workplace ethics were not up to the mark. The management of Margot wanted to promote a women-friendly workplace, and had instituted a Women’s Grievance Redressal Committee in keeping with best practices in the industry. Fearing that a complaint to the grievance committee might mar his reputation and career, Vikram was careful in his interactions with his direct report. Neha defaulted on her duties using familial responsibilities as an excuse, and exploited Vikram’s inability to confront her openly. He yielded to her manipulation, but retaliated by pointing out her professional inadequacies. As matters spiralled out of control, Vikram feared his attempts to enforce professionalism would be misrepresented as harassment. The case explores the interplay of gender dynamics and entrenched biases that contribute to toxic relations. It examines the issue of victim-turned-persecutor through different perspectives. Was Vikram an ineffectual boss who succumbed to bullying? Or was he an over-punctilious bully who was difficult to please?

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Pareek, Urvashi, and Nagendra Ambedkar Sole. "Delivery of Time-Bound Public Services to Citizens: Indian Experience." Indian Journal of Public Administration 66, no. 3 (September 2020): 343–55. http://dx.doi.org/10.1177/0019556120953806.

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The delivery of public services to the citizens is the most critical function of the government, among the other functions being development and regulation. The three essential pillars of public service delivery are timelines, quality and grievance redressal. The concept of public service delivery emerged in the 1990s, with New Public Management and Citizen Charter’s evolution in the UK. With the shift in the role of the state from provider to facilitator and regulator of public services, the focus is to ensure transparency, accountability and citizen centricity in administration and maintain citizen’s satisfaction and trust in the government. This article highlights the concept of public service delivery, and time-bound delivery practices, adopted internationally and nationally. The article concludes that India needs to look beyond Information and Communications Technology and capitalise on other options as listed in suggestions.

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Rana, Nripendra P., Yogesh K. Dwivedi, Michael D. Williams, and Niall C. Piercy. "An extended DeLone and McLean's information system model for examining success of online public grievance redressal system in Indian context." International Journal of Indian Culture and Business Management 10, no. 3 (2015): 267. http://dx.doi.org/10.1504/ijicbm.2015.068486.

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Patil, Pushp, Kuttimani Tamilmani, Nripendra P. Rana, and Vishnupriya Raghavan. "Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal." International Journal of Information Management 54 (October 2020): 102144. http://dx.doi.org/10.1016/j.ijinfomgt.2020.102144.

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v, Thirumal Kannan, and Raj Pravin T. "Training Need of MGNREGA Beneficiaries in Dharmapuri District of Tamil Nadu." Madras Agricultural Journal 107 (2020): 1–4. http://dx.doi.org/10.29321/maj.10.000469.

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The Mahatma Gandhi National Rural Employment Guarantee Act (MGNREGA) guarantees 100 days of employment in a financial year to any rural household whose adult members are willing to do unskilled manual work. A study was undertaken to assess the training needs of MGNREGA beneficiaries in the Dharmapuri district, one of the most backward districts of Tamil Nadu. A Proportionate random sampling method was used to select 120 respondents for this study. The data was collected using a well-structured and pre-tested interview schedule, and appropriate statistical tools were used for analysis. The findings of the study reveal that majority of the respondents expressed training needs on seven major subject areas i.e., Checking multiple entries in job cards, active participation in gram sabha meetings, operations of savings accounts in banks/ post office, Active participation in social audit, work allocation procedure and awareness on grievance redressal mechanisms. The majority preferred to have peripatetic training in their panchayat union office for a day during the summer season on forenoon session.

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Abbas, Muhammad Hamza, and Vaqar Ahmed. "Challenges to Social Accountability and Service Delivery in Pakistan." Social Change 46, no. 4 (December 2016): 560–82. http://dx.doi.org/10.1177/0049085716666601.

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This article highlights the major challenges to social accountability in Pakistan. Based on a perception survey of 800 household-level respondents from four provinces of Pakistan besides relevant focus group discussions and key informant interviews, the findings of the study reveal that the respondents have an understanding of which of the basic services they are entitled to and which are not being facilitated by public sector service providers. Owing to the trust deficit between communities and state administration, there is a dire need for establishing and reforming informal and formal grievance redressal mechanisms. On the other hand, with over half of Pakistan’s population not having any formal education, communities need to be trained in social accountability tools through which they may access their rights and entitlements. Civil society organisations (CSOs), working in Pakistan for over the last two decades, urgently need to introduce innovative methods for community mobilisation. These CSOs are also facing severe internal and external security threats which are impacting the effectiveness of community-level accountability exercises. While we take stock of such challenges, there is renewed hope that government and donor community will support local-level CSOs to mitigate threats to social accountability interventions.

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Renuka R. Purohit, Rahul S. Chaudhari, and Ankit Saraswat. "A study of land acquisition and compensation process for national highway in Maharashtra." World Journal of Advanced Engineering Technology and Sciences 9, no. 1 (June 30, 2023): 307–15. http://dx.doi.org/10.30574/wjaets.2023.9.1.0122.

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The proposed Samruddhi Mahamarg expressway project in Maharashtra, India, has been facing significant challenges with regards to land acquisition. The project requires around 20,000 hectares of land, of which 8,000 hectares have been acquired so far. However, the land acquisition process has faced opposition from farmers, landowners, and opposition parties, who have raised concerns about the compensation being offered, the impact on agriculture, and the displacement of local communities. The Maharashtra State Road Development Corporation (MSRDC), which is responsible for the project, has made changes to the land acquisition process, including increasing compensation, providing jobs to displaced persons, and setting up a grievance redressal mechanism. The Maharashtra government has also passed a law to expedite the land acquisition process. Despite these measures, the land acquisition process remains a contentious issue, with many continuing to oppose it. The Samruddhi Mahamarg project aims to improve connectivity and reduce travel time between Mumbai and Nagpur, two major cities in the state. However, the challenges faced in land acquisition have caused significant delays in the project. The outcome of the land acquisition process will have a significant impact on the future of the project and the economy of Maharashtra.

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Khurshid, Muhammad Mahboob, Nor Hidayati Zakaria, Muhammad Irfanullah Arfeen, and Ammar Rashid. "Predictors for the Adoption of Open Data Technologies." RMC Journal of Social Sciences and Humanities 1, no. 3 (December 2, 2020): 1–13. http://dx.doi.org/10.46256/rmcjsochum.v1i3.81.

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Open Data initiative is attracting considerable interest globally due to the growing phenomena of transparency, accountability, quality of life, and business. The adoption of open data technologies is inevitably an issue to better exploit the full potential and benefits of open data available to the public. The main issue in our knowledge of open data technologies is the scarcity of research studies on the adoption of open data technologies. Thus, the main objective of this study is to predict and explain the factors that influence the adoption of open data technologies. A Unified Model of Electronic Government Adoption (UMEGA) was employed as a lens to examine the influencing factors including additional factors i.e. imitating the behavior of others, disregarding own beliefs, and grievance redressal to make a novel contribution in the adoption studies. The survey method was used to collect the data from citizens and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) technique in SmartPLS 3. Satisfactory results are obtained proving that facilitating conditions has a significant positive influence on effort expectancy, effort expectancy on performance expectancy, performance expectancy on attitude, and attitude on behavioral intention to adopt open data technologies even though the number of participants is very small. Implications for the academics and managers are also outlined. Future researchers should find more concrete pieces of evidence upon collecting a large number of responses.

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Dhanabhakyam, Dr M., and Monish P. "Role of Employee Grievance Management on Job Commitment and Organizational Justice." Mediterranean Journal of Basic and Applied Sciences 06, no. 01 (2022): 45–50. http://dx.doi.org/10.46382/mjbas.2022.6105.

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Employee grievance management is considered as the most significant human resource strategy for improving organizational effectiveness and commitment. Dissatisfied employees are critical for every organizations. This dissatisfaction would leads to employee employer conflicts, job burnout and employee turnover. Hence it is essential to design effective grievance management strategies in companies. Information technology employees have been facing many challenges and problems in their workplace. Such challenges lead to reporting of employee grievances. Management should take care of those grievances and redress it within a short time span. This paper made an attempt to measure the perception of information technology employees on grievance management strategies and analyzed the role of grievance management on job commitment and organizational justice. Findings proved that employee grievance management made a significant impact on job commitment and organizational justice.

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Rana, Nripendra P., Yogesh K. Dwivedi, and Michael D. Williams. "Evaluating the Validity of IS Success Models for the Electronic Government Research." International Journal of Electronic Government Research 9, no. 3 (July 2013): 1–22. http://dx.doi.org/10.4018/jegr.2013070101.

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The purpose of this paper is to compare and evaluate the validity of Information systems (IS) success models such as DeLone and McLean’s (1992), Seddon’s (1997), and DeLone and McLean’s (2003) IS success models for an e-government application called the Online Public Grievance Redressal System (OPGRS) in context of India. The paper also provides an integrated model of IS success based on the comparison of the three well-known IS success models. All the existing models of IS success are not considered in their original shapes as this research is not using the variables such as use, individual impact, organizational impact from DeLone and McLean (1992) IS success model, use and net benefits from DeLone and McLean (2003) IS success model, and other measures of net benefits of IS use including net benefits to individuals, organizations, and society, and expectations about the net benefits of future IS use from Seddon’s (1997) IS success model. The proposed model contains the additional constructs relevant to e-government research including complexity, trust, and facilitating conditions and found that the model performs quite satisfactorily as far as the success of the OPGRS system is concerned. The paper also discusses its limitations, provides implications for theory and practice, and proposed future lines of research which will allow the researchers, practitioners, and government to leverage the full potential of the OPGRS system to curb and eradicate corruption and to build a transparent and sanitized society.

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Sridharan, Shashank. "Decline of Collective Bargaining and Subsequent Developments in Labour Management Relations." Christ University Law Journal 6, no. 1 (January 1, 2017): 75–96. http://dx.doi.org/10.12728/culj.10.5.

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Collective bargaining was a milestone in the labour-management relations in the context of welfare of labourers in the post-industrial revolution era. It was introduced to integrate the employers with the employees and to provide a common platform which could act as a grievance redressal mechanism. It instantly created a tremendous impact after being adopted as a part of ILO Declaration on Fundamental Principles and Rights at Work in 1998, and was binding on the member states.Despite the worldwide positive impact, collective bargaining began to lose its influence due to a plethora of social, economic and political changes. Opening up of economies due to phenomena like liberalization, privatization and globalization have resulted in a paradigm shift from centralized collective bargaining, to various forms of decentralized bargaining structures like unit, individual, commercial and collaborative bargaining. Market forces and heterogeneity in the workforce, due to immigration, part-time workers and impetus to gender equality, have placed an immense burden on the part of trade unions. This paper deals with the emergence and significance of the concept by examining the history of collective bargaining in India and its evolution, pre and post 1991. The paper specifically focuses on the reasons that led to the decline in collective bargaining. It also highlights the emerging trends as substitutes for collective bargaining in the labour-management relations, with their viability (along with the empirical data) and structure in the conclusion.

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Narayanaswami, R. "Redressal of Public Grievances." Indian Journal of Public Administration 32, no. 2 (April 1986): 295–302. http://dx.doi.org/10.1177/0019556119860207.

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Salamah, Najah. "Choosing a Mobile Wallet: Motives and Attitudes of Saudi Consumers toward the Adoption of Apple Pay." International Business Research 15, no. 8 (July 12, 2022): 10. http://dx.doi.org/10.5539/ibr.v15n8p10.

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Purpose: The mobile payment system is widely used globally. However, this notion is not shared by all consumers in Saudi Arabia, and there is still prevailed prejudice or lack of trust among consumers towards using this unorthodox method of paying. Which raises the question of: What are the reasons that are hindering towards usage of mobile wallet method such as ‘Apple pay’ in Saudi Consumers. This study aims to find motives and attitudes of the Saudi consumers toward the adoption of Apple pay. Methodology: A correlation study design was adopted to answer the research question using a meta-UTAUT method. The study recruited 315 participants through social media to fulfil the questionnaire. Cronbach’s Alpha test was done to test the reliability of the test. Findings: This study resulted that performance expectancy, effort expectancy, personal innovativeness, trust and anxiety factors influences the attitude of Saudi customers towards adapting Apple pay method (p value > 0.05). Whereas, attitude affects behavioral intentions. Furthermore, performance expectancy and grievance redressal affect user behavior (p value > 0.05). Alternatively, social influence and behavioral condition has no significant relationship with behavioral intentions (p value < 0.05). Similarly, performance expectation is also not influencing user behavior (p value < 0.05). In conclusion, these factors will help the marketers and the manufacturers to understand the user demands of Saudi customers and its attention will ultimately help the consumers. Originality: This study will help understand the perception and attitude of Saudi consumers toward the adoption of Apple pay.

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Prasad, Jitin, and Vijay Lakshmi. "THE INFLUENCE OF CUSTOMER EDUCATION AND THEIR PROTECTION IN BANKING SERVICES." International Journal of Social Sciences & Economic Environment 5, no. 2 (December 30, 2020): 01–11. http://dx.doi.org/10.53882/ijssee.2020.0502001.

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Purpose: The prime objective of the study is to analyse financial literacy among consumers and also examine the impact of financial literacy on consumer protection. Design/Research Methodology/approach: A random sample of 212 customers was chosen as the respondents for the study. A self-administered questionnaire was used for the collection of primary data and distributed to the random samples and has been tested with standard deviation and one sample t-test. Findings: This study has found that most of the respondents are unaware of the grievance redressal system exists for banking customers. Research Implications: Financial Institutions are regulated to provide better products and services rather than taking advantage of financially illiterate consumers. By giving clear and specific information to its customers and providing adequate mechanisms to resolve the disputes of customers, financial institutions can deliver fair and honest services and protect the consumer interest Scope for future work / Research limitations: This contribution mainly focused to analyse the financial literacy among consumers and also examine the impact of financial literacy on consumer protection. but it has not studied any other variables that may have impact on consumer protection in banking sector. Further this contribution surveyed 212 respondents from a particular city, hence the result may or may not be applicable to the other cities or states in India. Originality/value: A literature review found that there are various studies on financial literacy and its impact on consumer protection. The paper describes how Socio demographic factors of the respondents are are related to the financial literacy and consumer protection. Key Words: Consumer Protection, Consumer unawareness, financial illiteracy, Paper type: Research paper

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Bhardwaj, Suraj Bhan. "Peasant-State Relation in Late Medieval North India (Mewat)." Medieval History Journal 20, no. 1 (March 24, 2017): 148–91. http://dx.doi.org/10.1177/0971945816687636.

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Studies on peasantry in medieval India 1 , particularly peasant protests in the late Mughal period, have not adequately addressed the issue of class consciousness in peasantry or that of class character of peasant protests against the state. In a way, agency has been denied to the peasantry in collectively developing and articulating an informed understanding of its distinct social position and economic interests as a class, as well as in protecting those interests. This essay retrieves this agency by arguing that the peasantry in late medieval north India, that is, late seventeenth and early eighteenth centuries ce, did develop a degree of self-consciousness as a class and that its conflict with the state did betray a certain class character. The folksongs and folktales popular among the peasantry since the medieval times have all the ingredients with which to construct a definite peasant class ideology that included conceptions of economic interest, social ethics and relation with the ruling class. On the basis of hitherto understudied Rajasthani documents, the article details the various ways in which the state intervened in the peasants’ socio-cultural and economic lives and the ways in which the peasants responded to these interventions. It also shows how the peasants’ class consciousness conditioned their engagement with the state in specific areas, whether grievance redressal, conflict resolution or agricultural production and surplus distribution. Furthermore, it discusses how caste consciousness in a stratified peasant society impinged on its class consciousness. However, there remained certain limits to the fuller development of this class consciousness, which ultimately constrained the fuller realisation of the potential of peasants’ class struggle against the state. The essay locates these limits in the peasants’ periodic negotiations with the state and their belief in the ideal of a non-conflictual, harmonious relation with the state.

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Kaur, Jaspreet. "Investors’ probable solutions to their problems: a study of Punjab." International Journal of Law and Management 60, no. 2 (March 12, 2018): 355–72. http://dx.doi.org/10.1108/ijlma-11-2016-0138.

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Purpose Small and ignorant investors have had very unpleasant experiences in the stock market. They should be alert and have proper knowledge and understanding of the various problems that can arise in their dealings and how these can be resolved. This paper aims to analyse the investors’ probable solutions to their investment-related problems by using descriptives and factor analysis technique. Only Securities and Exchange Board of India (SEBI) can ensure a free and fair market and take India into league of major global capital markets in the next round of reforms. Design/methodology/approach By personally visiting the offices of the stockbrokers, 1,000 questionnaires have been distributed among retail equity investors of Punjab, i.e. Amritsar, Jalandhar, Ludhiana and Mohali. Stockbrokers have been selected using simple random sampling technique because of their large number. In total, 373 questionnaires have been filled up by the respondents, and 45 questionnaires have been found to be incomplete and thus have been excluded from the analysis. Remaining 328 questionnaires have been used for the analysis. The objective of the research is to study the investors’ probable solutions to their investment-related problems. The collected data have been analysed using descriptives and factor analysis technique. Findings It has been found that 24.7 per cent retail equity investors have filed complaints while dealing in the securities market; on the other hand, 75.3 per cent retail equity investors have not filed any complaint neither against the company nor against the intermediaries. It has been found that the authorities have taken 12-90 days and even four-five months in providing first reply to their complainants. Moreover, it has been found that in some of the cases, SEBI has written to the concerned companies to resolve the complaints, and some issues have been still pending with SEBI. It has been revealed that SEBI has taken quite long time to resolve the complaints, and equity investors have not been satisfied with the decisions of the SEBI. This study has further highlighted the importance of variables considered by investors as probable solutions to their problems while dealing with securities. The highest mean score has been found for the variable grievance redressal mechanism has been slow, followed by investors have been exploited by the malpractices of companies, merchant bankers and auditors, stronger regulations have been required to strengthen investor protection, investor has yet not educated enough to discriminate between good and not-so-good scrips, etc. These 22 variables measuring the construct of investors’ probable solutions to their problems have been analysed with the help of factor analysis. Six factors have been identified with the help of factor analysis, i.e. stability measures for stock market, investor awareness and education norms, measures to impart knowledge to investors, measures to protect investor rights, audit of companies and investor grievance redressal, and these factors have together explained 68.441 per cent of the variance in data. Research limitations/implications Based on the study done by the researcher, the following suggestions are identified for further research. As the present study is at a state level, it could be extended to national level. The impact of retail investment in capital market may be studied in view of rural investors. The study may further be carried out to analyse the impact of reforms on the functioning of stock exchanges. A study on the awareness of women investors about retail investment pattern could be attempted. Implications of internet stock trading in India can be taken up for study. Impact of technological innovation in capital markets can be studied. Practical implications This study would be of great use for investors who make decisions regarding investment. This study will help policymakers in formulating strategies and will also help credit rating agencies in rating the investment instruments. Social implications This study is of great help for investors and SEBI. This study guides the investors regarding various laws that have been formulated for their protection and guides the SEBI in making strict regulations for the protection of the investors. Originality/value This task is 100 per cent original and some authors have been quoted.

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Ramitha, K. L. "Solid waste workers in India and the COVID-19 pandemic: A Review of Intersecting challenges." International Journal of Occupational Safety and Health 13, no. 1 (January 1, 2023): 126–39. http://dx.doi.org/10.3126/ijosh.v13i1.43113.

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Introduction: Municipal garbage/refuse, sludge, industrial and commercial waste, etc. is termed Solid Waste (SW) and those who handle such waste are SW workers. But the COVID-19 pandemic has hit them hard. SW workers play a vital role in waste management to safeguard and promote public health. But they are often unappreciated and the various health risks and vulnerabilities associated with waste handling are overlooked. This study aimed to review the working conditions and morbidities of SW workers highlighting the longstanding challenges before and after the onset of COVID-19 in India. Methods: Databases such as PubMed and Google Scholar were used for the inclusion of articles. Drawing from the literature on the working conditions and morbidities of SW workers in India alongside grey literature and news reports by electronic media during the pandemic, this paper highlights the longstanding challenges of SW workers. Results: The health morbidities and structural challenges due to caste, and class that were reported as being faced by SW workers across the studies have worsened at the onset of COVID-19. There is a multiplying effect of their vulnerability due to the disadvantages of caste and class. Due to power dynamics, they were forced to work without proper wages and appropriate healthcare resources. Many incidents across the country reported stigma and discrimination; poor access and utilization of Personal Protective Equipment (PPE) among SW workers resulted in infections and deaths due to the pandemic. Lack of proper data on COVID-19 infected SW workers; lack of proper certification had halted their insurance claims. Conclusion: This paper noted the multiplying effect of long-standing vulnerabilities that were exposed during the pandemic. Proper maintenance of health records and a sustainable employee grievance redressal mechanism are essential. The need of the hour is to focus on strategies to improve their working conditions along with policies to protect their dignity and empower them.

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Sharma, Deepa. "Redress Of Insurance Consumers’ Grievances A Study Of Company Executives’ Perception." Paradigm 14, no. 2 (July 2010): 1–12. http://dx.doi.org/10.1177/0971890720100202.

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In modern marketing, the consumer satisfaction determines the company’s long-run success. In the case of marketing of services, like insurance, consumer satisfaction has numerous dimensions, and is, therefore, a complex phenomenon. Based on a study conducted to examine the corporate and public systems for redressing insurance consumers’ grievances, this paper seeks to report the findings pertaining to the company executives’ perception of the two systems. A representative sample of executives from all levels of the consumer grievance redress (CCR) machinery of the selected insurance corporate put forth their opinions on the nature of a CCR system, reasons behind its establishment, and the resulting benefits of maintaining the same. Furthermore, they have suggested more effective proposals for improving their own system as also the need for an external system, especially the Insurance Ombudsman.

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CHEREMISINA, T. V. "On the reasons for redress by the court grievances against the actions of the investigator (in accordance with Article 125 of the Code of Criminal Procedure of the Russian Federation)." Ius Publicum et Privatum 1, no. 11 (March 31, 2021): 83–86. http://dx.doi.org/10.46741/2713-2811-2021-1-83-86.

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The article is devoted to the problems of court decision-making on grievances regarding the unjustified application of Art. 24 of the Code of Criminal Procedure of the Russian Federation. It examines the problems of the participation of an investigator in court hearings, provides actual examples of judicial practice in redressing citizens’ grievances. The author concludes that when the applicant exercises the right to go to court in accordance with Art. 125 of the Code of Criminal Procedure of the Russian Federation, it is necessary to take into account the limits of judicial consideration of the grievance and the prospects for the assessment by the court of the decision taken by the official

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Malhotra, M. L. "Redress of Public Grievances." Indian Journal of Public Administration 34, no. 4 (October 1988): 950–77. http://dx.doi.org/10.1177/0019556119880403.

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Sukhdeep and Rajbans Singh Gill. "Redressal of Consumer Grievances: A Case Study of State Consumer Disputes Redressal Commission, Chandigarh." Journal of Advance Research in Business Management and Accounting (ISSN: 2456-3544) 2, no. 7 (July 31, 2016): 01–11. http://dx.doi.org/10.53555/nnbma.v2i7.93.

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Our society has, essentially, been dynamic though its speed of dynamism is found to be varying between that of the bullock-carts to that of the space travel. Man, being a social and rational animal has ever tried to improve upon everything he laid hands on or anything he had invented or discovered.1 His special faculty to thoughtfulness has always been inspiring to channelize all his energies to reach a destination of perfection in life. The inherent virtues of interaction and interdependence of the human beings2 are taken to be the symbol of dynamism of a civilization. The existing commercialization of every sphere of life gives much more prominence to the most subtle and indispensable interaction between the trader and the consumer. Consumer is all of us and all of us are consumers. Guided, instinctively, by the stomach,3 we are first the consumers and later the producers. And consumers we remain forever, not merely from cradle to grave, but even beyond these two extremes of our physical existence while producers we remain for a comparatively shorter period of our full life cycle. The simplest sharing of one’s surplus produce in 1 Anoop K. Kaushal, (2005), Medical Negligence and Legal Remedies, Universal Law Publishing Co. Pvt. Ltd., Delhi, pp. 2-3. 2 Justice Rama Jois, (2000), Seeds of Modern Public Laws in Ancient Indian Jurisprudence and Human Right, Bhartiya Values, Lucknow, p. 1. 3 A very nice Conclusion of Swami Vivekanand Ji. exchange for the reciprocated surpluses of different commodities of use, produced by others, was the origin proper of the Barter trade which is as old the society itself.4

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Passalacqua, Juan M. García. "Puerto Rico’s Redress of Grievances." Current History 98, no. 626 (March 1, 1999): 144. http://dx.doi.org/10.1525/curh.1999.98.626.144.

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Alexander, J. M. "On the redress of grievances." Analysis 73, no. 2 (February 4, 2013): 228–30. http://dx.doi.org/10.1093/analys/ant001.

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Shukla, Archana, and R. Srinivasan. "The Uttar Pradesh Lokayukta: Efficient Redressal of Citizen Grievances." Vikalpa: The Journal for Decision Makers 30, no. 3 (July 2005): 121–34. http://dx.doi.org/10.1177/0256090920050309.

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Journal articles on the topic 'Grievance Redressal'

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