The primary responsibility of this system is to provide a facility capturing complaints into the GRM database. Multiple for grievance lodging have been designed and these are provided as sub components. There are six main sub-components in the Lodging Grievances, Lodging grievances using the web portal, SMS, ODK and IVR (Dial 161 toll free number of ACC Call Centre to lodge grievance).


Because of the various options provided, grievances must be reviewed and accepted or rejected based on the information provided in the grievance.  Once the Grievance has been accepted, then it can be classified and is available for resolutions process



    1. This will present the screen below,



Select the active “confirm’ checkbox to and provide a review outcome “Accept/Reject” provide a review comment controls, select priority and Save the Review. Only Accepted Complaints from this point, will be processed further.


Grievance Redress Management System