Issues with existing solutions for grievance redressal systems and mitigation approach using blockchain network

Abstract

Grievance redressal has always been vital for any organization to maintain a good work environment for its stakeholders. Some organizations follow online portals, websites, or mobile applications to register grievances to provide more privacy to the complainant’s identity. However, online platforms provide better solutions to the existing manual methods for grievance redressal. Still, there are a lot of issues and challenges associated with them. This research has comprehensively analyzed the existing grievance redressal systems to identify and discuss all the challenges. After comprehensive analysis, it is found that presently there are several issues such as delayed response, opaque processes, biases, complexity and accessibility issues, lack of personalization, and other privacy and security concerns associated with existing grievance redressal methods. To address all these issues this study is proposing a blockchain-based solution for grievance redressal systems. The proposed solution will be a blockchain-based web and mobile application that consists of multiple entities such as complainants, redressal committee, and higher authorities. This system will provide the necessary privacy and confidentiality to the complainants through the immutable distributed ledger technology and auditability of the entire process with complete transparency.