About the Sanitation Grievance Redressal Mechanism
A structured, technology-enabled mechanism established under Lohiya Swachh Bihar Abhiyan to improve visibility, responsiveness, and accountability in sanitation service delivery.
Created to make sanitation services more responsive to citizens.
The GRM strengthens transparency, accountability, and citizen-centric service delivery by ensuring sanitation-related grievances are registered, monitored, and resolved within a defined institutional framework.
It supports the broader objectives of LSBA by helping authorities respond to service delivery gaps more clearly and by creating a more visible channel for citizen concerns.
The mechanism is designed around four institutional commitments.
Accessible intake
Citizens can use digital and assisted channels without relying on informal follow-up.
Defined timelines
Each grievance type follows a structured turnaround expectation.
Escalation support
Unresolved grievances move upward through a clear administrative pathway.
Monitoring and learning
Feedback and reporting help strengthen sanitation systems over time.
Coordinated monitoring from state to district.
- State-level control room for grievance intake, monitoring, follow-up, and escalation oversight.
- District-level control rooms to support decentralized resolution closer to citizens.
- Structured coordination with block and panchayat authorities for action and reporting.
- Multiple grievance channels including helpline, mobile app, and web portal.
- Defined turnaround times for grievance categories.
- Escalation pathways from local to higher administrative levels.
- Performance monitoring, MIS reporting, and citizen feedback.
Secure handling of grievance information.
All grievance data is expected to be handled through authorized government systems or approved infrastructure in line with applicable privacy and data security norms.