Grievance Redressal is a management- and governance-related process used commonly in India. While the term "Grievance Redressal" primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.

GRS is mandated in Government agencies and departments that are directly involved with serving citizens and organizations. Usually a Public Relations Officer (PRO) is designated with the role of receiving complaints and initiating corrective action, but this mechanism often fails on account of lack of authority vested in the PRO over officers of various capacities. The Government of India has made effort to systematize the nature of grievance redressal through legislation, being driven by civil society agitations under the leadership of Anna Hazare and Arvind Kejriwal for enactment of the Jan Lokpal Bill into law.

Private businesses and Non-Profits engaged in service delivery, such as hotels, restaurants, colleges, etc. often tend to set up their own mechanisms, such as Feedback forms and Contact Us pages. Such means to get direct feedback enables businesses to take corrective action in time. Governments also often accept the responsibility of Consumer protection from private organizations through Legislation as well as setting up Consumer Courts and Organizations for Dispute Resolution. Such consumer courts pursue quick action for redress, while maintaining affordability and ease to the consumer.^{[citation needed]}

Grievance Redressal typically covers the following types of complaints:

Wider definition of grievance redressal covers:

Organizations define their own process flows for grievance redressal. These are rarely made known to the public in case of private businesses; governments and non-profits usually share voluntarily or by mandate the hierarchy of officers responsible for taking corrective action. Some organizations maintain a custom-developed ticketing software, while others count on SaaS Portals such as ActPlease.com. Feedback Portals such as TripAdvisor and Yelp are driven by consumers, and organizations / businesses have the option to join and participate. Depending on the desire to correct as well as level of transparency of the organization, grievance redressal flow can include the following steps:

Customers convey their grievance to the organization through feedback forms, letters, registered communications, emails, etc. These inputs may be submitted by mail, over the Internet, or in person.

Customers are often reluctant to report grievances that target individual executives of the organization, especially those who may influence their future interactions or have the potential to take vengeance. Under such conditions, the organization needs to assure the customer that her identity will be hidden from executives, and preferably from everyone. This, however, opens the potential problem of deceitful negative inputs purposefully targeted against specific executives, as the people reporting are kept anonymous.