The Role of Grievance Redress Officer for Implementing Grievance Redress System in Bangladesh

Abstract

For ensuring better service delivery, accountability and transparency, the government of Bangladesh has formulated and published Grievance Redress Guideline in 2015 which was revised in 2018. The main goals and objectives of introducing GRS are to enhance the quality of services, reducing visit, cost and suffering; and developing proactive and people centric mentality among the government officials including to prevent the recurrent happening of complaints through maintaining a scientific database of GRS (institutional repository). Under this system, the government appointed Grievance Redress Officer, Appellate Authority and established high level Cell to monitor and implement GRS all over the country. However, there is no study on whether the role of Grievance Redress Officer sufficient and proper to reduce the dissatisfaction and anger of citizens and readdress the grievances faced by service seekers for enhancing government services is yet to explore. Hence, the main objectives of the study were to explore Grievance Redress Officer’s role in implementing GRS in Bangladesh; and find out effect of Grievance Redress Officer’s role in implementing of GRS through applied qualitative approach and for collecting primary data Semi-structured Interview (In-depth) and Focus group discussion, Key Informant Interview and Analyzed some selected cases critically. Findings of the study reveals that the GRS valued and empower the citizens and held accountable of the government officials which is mandatory for the establishing good governance and transparency. However, due to lack of awareness of citizens and concern officials and not following guideline properly during appointment of Grievance Redress Officer and Appellate Authority, lack of training, motivation for the officials and harassing tendency of some ill-motive people, the country cannot in cash the full benefit of the system. Therefore, competent authority should take necessary steps to address the above-mentioned issues for getting the full benefit of the GRS and developing a people centric administration.