Grievance redressal

Meaning

Grievance redressal is the process a provider offers to receive, track and resolve customer complaints, often with several escalation levels. The first level is usually customer care, which should give a complaint reference. The next may be a nodal or appellate officer named on the provider's official website, bill or plan terms, with a stated time for a response. If that time passes, move to the next level, quoting your earlier reference, and keep written records at every step. See also: TRAI, and the guide Broadband Consumer Rights and Complaint Routes in India.