The grievance lifecycle

How GRMS works

A consistent seven-stage process that keeps citizens informed and responsibilities clear.

From the first description of a concern to confirmation of closure, every stage is designed for clarity, evidence, and accountable action.

1

Register

Create a citizen profile using verified contact information.
2

Submit Grievance

Describe the concern, select a category, and attach supporting evidence.
3

Review

The submission is validated and routed to the responsible department.
4

Assign Officer

An accountable officer receives the case with defined service timelines.
5

Investigation

The department reviews facts, coordinates action, and records progress.
6

Resolution

Corrective action and a reasoned response are communicated to the citizen.
7

Closure

The outcome is confirmed, feedback is captured, and the case is closed.

Acknowledgement

Receive an official reference and confirmation that your submission is in the system.

See meaningful status changes as the responsible authority reviews and acts.

Confirm the outcome and share feedback that helps improve public services.

Create your citizen profile to use the upcoming secure grievance submission and tracking experience.