Grievance Redressal Mechanism

Complaint Handling Mechanism

Complaint Handling Mechanism-
The Project will nominate a “Complaint Redressal Officer” (CRO) in the project who will be in charge of handling all complaints related with the procurement under the project. His telephone number, name, e-mail id will be displayed on the department web-site and notice board of the PSU and Medical Directorate in prominent way at important locations. The CRO will keep a database of all the complaints received, examined and disposed off within reasonable time. Report on complaint redressal will be reviewed every month by the PCT and consolidated reports will be shared with the Bank during the missions. The protocol for dealing with the complaints is depicted in the following flow-chart. Anonymous complaints will also be dealt in the same manner except for issuing the acknowledgement and obtaining affidavit/additional information.