Enabling Public Grievance Redressal Systems in Municipalities: An Operational Manual

Abstract

Grievance redressal lies at the heart of accountable governance, yet in many contexts it remains fragmented and inaccessible to ordinary citizens. This manual offers a practical framework for designing and implementing public grievance systems that are transparent, responsive, and rooted in citizen participation. It sets out processes for creating enabling environments, building institutional structures, and clarifying roles for officials and communities alike. By addressing both procedural steps and the broader ethos of trust and accountability, the manual positions grievance redressal not only as a technical exercise but as a means of deepening democratic practice.