Unified Grievance System
The Unified Grievance System (Evidence + GPS + SLA) is a core pillar of the Bharat Mata App, designed to transform how citizen complaints are recorded, tracked, and resolved across India. As defined in the UPDATED DPR 3.0, this system replaces fragmented, ignored, or delayed grievance mechanisms with a single, accountable, and time-bound national platform.
Core Components of the Unified Grievance System
Core Components (as per DPR)
1. Evidence-Based Filing
Citizens can attach photo or video evidence at the time of filing a grievance. This ensures factual clarity and reduces dispute over the validity of complaints.
2. GPS Auto-Capture
Each grievance is automatically tagged with location data, linking the issue to the responsible department and jurisdiction without manual intervention.
3. SLA-Driven Resolution
Every grievance is governed by a Service Level Agreement (SLA). Departments are required to respond and resolve issues within predefined timelines.
4. Auto-Routing to Departments
Based on grievance type and location, complaints are automatically routed to the correct authority, eliminating middlemen and manual forwarding.
5. Escalation Logic
If a grievance is not addressed within the SLA, it is automatically escalated to higher administrative levels, ensuring continuous oversight.
Governance Impact
The Unified Grievance System introduces a structural shift from discretionary handling to rule-based resolution. It embeds transparency, traceability, and accountability directly into the grievance lifecycle.
By integrating evidence, location, and timelines into one system, the DPR positions grievance redressal as a measurable governance function, not a goodwill exercise.
