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Grievance redressal
Track public grievances disposed of within the time limit, and appeals.
Sales & customer successPublic sector
How it's worked out
- Timeliness = disposed in time ÷ disposed. Appeal rate = appeals ÷ disposed
- Time limit from your grievance policy (for example CPGRAMS norms)
NoteA high appeal rate means cases are closed without being resolved. Read it with timeliness.
Source: DARPG CPGRAMS grievance redressal framework (concepts)
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