How to Complain

Musings of a Navy Veteran on Grievance Management in Professional and Personal Life (Workplace/Marriage/Familial Relationships)

HOW TO COMPLAIN

Musings

By

VIKRAM KARVE

If you have a grievance – you must try to resolve that grievance.

And – in order to resolve your grievance – as a first step to mitigation of your grievance – you must make a complaint – so that the concerned persons are aware of your grievance.

This applies in both workplace relationships and personal relationships – especially marriage.

So – if you have a grievance – you must complain.

In many cases the person causing you the grievance may not be aware that his actions are causing you agony.

Your complaint may make him realize his mistake and he may take corrective action.

Complaining is a part of constructive communication in a relationship.

What is the best way to complain…?

Here is the “Art of Complaining” in a nutshell:

1. Complain to the person who you think is harming you – not to anyone else.

2. Make your complaint immediately – or as soon as possible – when you are alone with the person. Use temperate and courteous language while making the complaint.

3. Keep the complaint private – not public. Avoid complaining in front of others. 

4. Object only to actions – do not make personal attacks. State the specific facts of your grievance.

5. Make only one complaint at a time.

6. Clearly tell the person what you want them to do in order to resolve your grievance.  

7. Most importantly – make the complaint in good faith. Avoid threats, comparisons and extraneous/inappropriate/sarcastic comments.

This prompt “one to one” method of complaining is much better than “gossiping” or “gunnysacking”.  

For example – if a wife has a grievance against her husband – she should directly complain to her husband – instead of talking to her mother, sister, friends, relatives, in-laws etc.

The same applies in workplace relationships as well.

Never “bottle up” your grievances inside you.

The habit of “bottling up” grievances may result in “gunnysacking”.  

(Gunnysacking is a metaphor to describe the act of “storing up” grievances acquired in the course of a relationship rather than resolve them when they first occurred)

Bottling-Up of grievances (Gunnysacking) will cause resentment to build up inside you – and – it will slowly make you bitter and vindictive in nature.

One day – the “gunnysack” may “burst” – and all your bottled resentment may “explode” out – resulting in a major conflict – and – your relationship may be damaged beyond repair.

In order to end this unpleasant topic on a pleasant note – let me tell you a story which metaphorically encapsulates the essence of “gunnysacking”. 

“GUNNYSACKING”

Once upon a time – there was a docile man – who used to work in an office.

He was a very meek and obsequious person

The docile man’s boss was a tyrant and a terrible sadist.

The tyrant boss used to scold, bully and harass the servile and docile man.

The tyrant sadistic boss had made the docile man’s life miserable.

One day – the boss suddenly died of a heart attack.

Just before his funeral – all members of his staff went to pay their last respects to the departed soul.

Suddenly – the docile man picked up a big stone – and – he threw the stone at the dead body of his boss.

Everyone was shocked and surprised at docile man’s strange behaviour. 

They asked the docile man why he had behaved in such a despicable and unbecoming manner.

Everyone asked him the reason why he had thrown the stone at the dead body of the boss.

The docile man calmly explained:

“All these days – I was carrying a stone in my heart. 

Today – I have thrown the stone out...”

MORAL OF THE STORY 

Do you carry such “stones” in your heart...? 

Is your heart filled with“stones” of bitterness – “stones” of regret – “stones” of ill-will – “stones” of rancor, resentments, acrimony – and – “stones” of vengeance.

Remember – you are bearing the burden of all these “stones” that you carry within you – and – this burden – due to the weight of all the “stones” you carry in your heart –it causes you pain. 

So – there is no point carrying “stones” in your heart – which cause you pain.

Whatever is causing you bitterness inside – get it off your chest – right now – once and for all.  

Just throw out all these “stones” right now – forget about them.

And – move on in life with a clean slate. 

Once you have thrown out all the “stones” from your heart – once your heart is clean – just experience how light and joyful you feel. 

It is true.

The Less “baggage” you carry inside you – the better your journey of life will be in the “outside” world. 

CONCLUSION 

IS “GUNNYSACKING” GOOD FOR RELATIONSHIPS…?

“Gunnysacking” is like carrying stones in your heart. 

In the story above – the docile man threw out the “stone” from his heart after his boss had died. 

But – just imagine what will happen if your “Gunnysack” of “stones” bursts when the person against whom you bear these resentments is alive – and you “throw” the entire lot of “stones” at your boss or spouse in one go...? 

Won’t the relationship be damaged beyond repair...? 

Why not try to resolve a grievance immediately by articulating the issue when it occurs – or at the first possible instance – as explained above in the tips on “How to Complain”...?  

Isn’t timely complaining better than “gunnysacking”...? 

VIKRAM KARVE

Copyright © Vikram Karve 
1. If you share this post, please give due credit to the author Vikram Karve
2. Please DO NOT PLAGIARIZE. Please DO NOT Cut/Copy/Paste this post
© vikram karve., all rights reserved.

Disclaimer:

1. This story is a fictional spoof, satire, pure fiction, just for fun and humor, no offence is meant to anyone, so take it with a pinch of salt and have a laugh. 

2. All Stories in this Blog are a work of fiction. Events, Places, Settings and Incidents narrated in the stories are a figment of my imagination. The characters do not exist and are purely imaginary. Any resemblance to persons, living or dead, is purely coincidental.

Copyright Notice:

No part of this Blog may be reproduced or utilized in any form or by any means, electronic or mechanical including photocopying or by any information storage and retrieval system, without permission in writing from the Blog Author Vikram Karve who holds the copyright.

Copyright © Vikram Karve (all rights reserved)

This is an Abridged Version of My Blog Post posted online earlier at urls: http://karvediat.blogspot.in/2011/03/do-you-keep-stone-in-your-heart.html and http://karvediat.blogspot.in/2012/03/dont-carry-stones-in-your-heart-recipe.html  and http://karvediat.blogspot.in/2012/07/vengeance-is-mine-how-to-take-revenge.html and http://karvediat.blogspot.in/2013/03/how-to-take-revenge.html and http://karvediat.blogspot.com/2016/09/do-you-carry-stones-in-your-heart.html  etc

Attributes of a Good Grievance Management System

EFFECTIVE GRIEVANCE REDRESSAL 

The recent spate of videos on social media by uniformed personnel pleading their plight and asking for redressal of their grievances indicate lacunae in the present Grievance Redressal Systems in the Armed Forces and Central Armed Police Forces. 

This reminded me of an article I had written many years ago on the “7 Important Attributes of a Good Grievance Management System" 

Here is the article...

HUMAN RESOURCE MANAGEMENT 

SEVEN IMPORTANT ATTRIBUTES OF A GOOD GRIEVANCE MANAGEMENT SYSTEM 

Musings

By

VIKRAM KARVE

A good grievance redressal mechanism is a sine qua non of a well-designed and functional Human Resource (HR) Management System.

In order to be successful, a grievance redressal system must possess seven attributes:

SEVEN ATTRIBUTES OF AN EFFECTIVE GRIEVANCE REDRESSAL SYSTEM

1. SIMPLICITY

It must be a procedurally simple mechanism which is easy to use by every employee across the board.

It is best to have a simple form or an online drop down menu where an employee can effortlessly submit a grievance or complaint as he wishes to offline or online or even by SMS callback.

As one of my bosses used to say about grievance management:

“Don’t ask people to pour their hearts out and write long-winded sob-stories and essays – just give them a simple form to fill.”

Yes, a well-designed form can encapsulate the problem more objectively and avoid communications mismatches.

2. ACCESSIBILITY

All employees must have easy access to the grievance redressal mechanism – and – it should be quick and simple procedure to lodge a grievance.

In earlier days – before the IT Boom and prior to the advent of Internet – there used to be cards or forms which could be filled up and put in easily accessible drop boxes which were located all over the workplace, canteens and shop-floors.

Nowadays – in the digital age – it can be an online system which must be easily accessible 24/7 to all employees from their workplace and their homes as well. 

If employees have a grievance – they must know where and how to submit it – and the procedure must be fast and easy. 

With the increasing proliferation of the Social Media – it may be a good idea to make effective use of Social Media in Grievance Management.

3. EFFECTIVENESS

The grievance redressal mechanism must be effective.

The system must work (and it must be seen to work).

There must be proper monitoring, follow-up and feedback to the employees and all concerned about the status and processing of the complaint.

The grievance redressal procedure must ensure that it is made unambiguously and clearly evident to all employees that there is an honest and transparent effort to resolve all grievances in a fair and just manner.

4. EFFICIENCY and PROMPTNESS

The redressal of grievances and resolution of complaints must be done promptly and speedily in an efficient manner within stipulated time frames – so that employees develop faith in the system.

Remember – justice delayed is justice denied.

5. RESPONSIVENESS

The grievance redressal mechanism must be user-friendly and sensitive to the special needs of the employees.

It must be gender sensitized, culturally consonant and in harmony with the prevailing environment.

Most importantly – it must be modern and technologically savvy – and in sync with contemporary times.

Whatever the nature of the grievance or complaint – it must not be trivialized.

Grievances must be treated with utmost empathy and this fact must be evident to all the employees.

There must constant two-way communication between the senior management and the complainant. 

Sometimes a proactive approach is highly appreciated by employees as it nips grievances in the bud.

An impression must be made on employees that all grievances are taken seriously, treated sympathetically and handled with genuine earnestness with the objective of resolving them amicably, speedily and to the entire satisfaction of all concerned.

6. NON-VINDICTIVE

An employee must be able to submit a complaint or grievance for redressal without fear of retribution from higher management.

The employee must have no fear of reprisal from those who he is complaining against even if they are his seniors.

Checks and balances must be put in place in order to ensure that there is absolutely no victimization or harassment of the employee who is submitting a grievance or making a complaint and whistle-blowers must be protected.

The system must be absolutely non-punitive and there must not be the slightest perception or even a shred of doubt in the mind of the employees that they will be “punished” for making a complaint.

7. FAIR JUST and TRANSPARENT SYSTEM

The grievance redressal mechanism must function without fear or favour.

There must be total transparency in the procedure and justice must be done and justice must also seen to be done in a free and fair manner. 

A good Human Resource Management System is Just Fair and Transparent. 

SUMMARY 

To sum up – the 7 Key Attributes of a Good Grievance Management System are:

1. SIMPLICITY 

2. ACCESSIBILITY 

3. EFFECTIVENESS 

4. EFFICIENCY and PROMPTNESS 

5. RESPONSIVENESS

6. NON-VINDICTIVE 

7. FAIR JUST and TRANSPARENT SYSTEM

While the 7 points given above are in the context of Human Resource Management Systems – I feel that all these 7 aspects are equally applicable to Grievance Handling Systems pertaining to Customer Relationship Management (CRM), Consumer Affairs, Public Relations, Client Service Organizations and the Service Industry. 

VIKRAM KARVE

Copyright © Vikram Karve 
1. If you share this post, please give due credit to the author Vikram Karve
2. Please DO NOT PLAGIARIZE. Please DO NOT Cut/Copy/Paste this post
© vikram karve., all rights reserved.

This is a revised repost of my article on Grievance Redressal System posted online earlier at urls: http://karvediat.blogspot.in/2012/09/grievance-redressal-mechanism-7.html  and  http://karvediat.blogspot.in/2013/07/effective-grievance-redressal-for-good.html  and  https://www.quora.com/profile/Vikram-Karve/Writing-by-VIKRAM-KARVE/Grievance-Redressal etc

DO YOU HAVE TO PAY A BRIBE TO GET AADHAAR CARD ?

DO YOU HAVE TO PAY A BRIBE TO GET AADHAAR CARD ?

I want an Aadhaar Card.

I have made repeated efforts to get an Aadhaar Card.

I have enrolled, I have re-enrolled – but till today I have not received my Aadhaar Card.

My numerous complaints have not been satisfactorily responded to by the UIDAI.

Let me tell about my efforts to get an Aadhaar Card.

FIRST ENROLMENT

I first enrolled for Aadhaar on 08 February 2012 (08/02/2012).

The enrolment centre was located in a leading IT Software Company in Pune and Enrolment Agency was “Tera Software Ltd”

There was a big rush and I had to wait for more than 3 hours in a queue before I was enrolled.

I was issued an acknowledgement receipt with an enrolment number.

I did not receive my Aadhaar Card for over 6 months despite repeated reminders from my side.

On checking Aadhaar Status on the UIDAI website, the status would show: “Your Aadhaar Number is under generation”.

Suddenly, 10 months after enrolment, in November 2012, the status said: “Your Aadhaar enrolment could not be processed due to data process error. Please re-enroll yourself at the nearest enrolment centre”

RE - ENROLMENT

Accordingly, I re-enrolled myself for Aadhaar on 10 December 2012 (10/12/2012).

The Enrolment Centre was located in IDBI Bank Hinjewadi Pune and the Enrolment Agency was “Sreeven Infocom Limited”.

I explained to the lady enroller that my first Aadhaar enrolment had failed due to data process error and asked her to be extra careful and ensure that my data was collected properly.

The enroller took due care and confirmed to me that my biometric details had been recorded perfectly.

She also cross-checked my documents of Proof of Identity (PAN Card), Proof of Address (Electricity Bill in my name) and even took a Date of Birth proof document from me and attached photocopies of all these documents to the form which she was forwarding.

She assured me that I would receive my Aadhaar Card within 3 months.

I was issued an acknowledgement receipt with an enrolment number.

This time the Aadhaar enrolment acknowledgement form had additional comments like “Good Fingerprint Quality”, “Biometrics Captured Fingers (10) Iris (2) Face” etc.

I eagerly waited for my Aadhaar card.

Unfortunately, exactly the same sequence of events happened as had taken place during the first Aadhaar Enrolment.

For the first few months the status report said: “Your Aadhaar Number is under generation”.

After more than 6 months had elapsed, the Aadhaar status said: “Your Aadhaar enrolment could not be processed due to data process error. Please re-enroll yourself at the nearest enrolment centre”

Why was “data process error” occurring again and again?

What exactly are these “data processing errors” which were happening more than 6 months after enrolment?

I sent emails to UIDAI (E-Mail id: help@uidai.gov.in) but received no response.

It seemed that things were moving in a circle and I was destined not to get an Aadhaar Card.

APATHETIC GRIEVANCE REDRESSAL SYSTEM OF UIDAI

It has been my experience that the UIDAI Grievance Redressal Mechanism is totally ineffective.

Since I am keen to get an Aadhaar Card and I do not want the same “data process error” to happen again and again, I made a number of complaints by email / helpline but did not receive any satisfactory response.

The only response to my complaints and grievances I received was a call from the UIDAI Mumbai Office that I should re-enroll once again (for the third time) and try my luck.

I asked the official: “This time can you please guarantee that that there will be no “data processing errors” and can you assure me that I will receive my Aadhaar Card?”

He laughed it off, saying: “Who can guarantee anything? The whole enrolment process has been outsourced to private companies. You re-enroll once more and try your luck. If your Aadhaar generation fails again, you keep trying again and again.”

This reply from UIDAI left me bewildered. I did not know whether to laugh or cry.

A few days ago, I discussed my Aadhaar woes with a friend of mine, who said matter-of-factly, “You have spent all your life in uniform serving in the Defence Services, so you don’t know anything about the outside world. In India, you cannot get anything done unless you pay a bribe.”

I was aghast.

“Do you have to pay a bribe for an Aadhaar Card?”

At first I did not believe my friend.

But then I read this news report that an Aadhaar enroller had been caught taking bribes for making Aadhaar Cards. What is worse, if you paid bribes you could get an Aadhaar Card made even without the necessary documents:

http://www.punemirror.in/article/2/2013012420130124082539284e197176d/Youth-held-in-Aadhar-scam.html 

If corruption is rampant in the Aadhaar Enrolment System, it is no wonder that even illegal immigrants who are not citizens of India are being issued Aadhaar Cards, as frequent news reports say:

http://www.myaadhaarcard.in/aadhaar-news/21-illegal-bangladeshi-immigrants-caught-with-aadhar-and-voter-card/

http://www.ndtv.com/article/india/don-t-issue-aadhar-cards-to-illegal-immigrants-supreme-court-tells-centre-422374

DO YOU HAVE TO PAY A BRIBE TO GET AADHAAR CARD?

The Government keeps saying that Aadhaar Card is voluntary.

But in actual fact they are making it compulsory by making Aadhaar mandatory for LPG subsidized cylinders and other requirements.

A retired defence officer told me that soon veteran armed forces ex-servicemen of the army navy and air force will not be able to avail medical treatment under ECHS unless they had an Aadhaar Card.

The more they make anything compulsory, the more the scope for corruption.

Will the virus of corruption infect the UIDAI Aadhaar System too?

The UIDAI is headed by Mr. Nandan Nilekani, a distinguished technocrat who has achieved outstanding success in the IT Industry.

My repeated efforts at obtaining an Aadhaar Card in an honest manner have failed, so I want to ask Mr. Nandan Nilekani a simple question: “Do I have to pay a bribe to get an Aadhaar Card?”

EFFECTIVE GRIEVANCE REDRESSAL for Good HR MANAGEMENT

EFFECTIVE GRIEVANCE REDRESSAL

A VITAL ASPECT OF HUMAN RESOURCE MANAGEMENT

7 IMPORTANT ATTRIBUTES OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

By

VIKRAM KARVE

A good grievance redressal mechanism is a sine qua non of a well-designed and functional Human Resource (HR) Management System.

In order to be successful, a grievance redressal system must possess seven attributes:

SEVEN ATTRIBUTES OF AN EFFECTIVE GRIEVANCE REDRESSAL SYSTEM

1. SIMPLICITY

It must be a procedurally simple mechanism which is easy to use by every employee across the board.

It is best to have a simple form or an online drop down menu where an employee can effortlessly submit a grievance or complaint as he wishes to offline or online or even by SMS callback.

As one of my bosses used to say about grievance management:

“Don’t ask people to pour their hearts out and write long-winded sob-stories and essays – just give them a simple form to fill.”

Yes, a well-designed form can encapsulate the problem more objectively and avoid communications mismatches.

2. ACCESSIBILITY

All employees must have easy access to the mechanism and it should be quick and simple to lodge a grievance.

In earlier days, before the IT Boom and prior to the advent of Internet, there used to be cards or forms which could be filled up and put in easily accessible drop boxes which were located all over the workplace, canteens and shop-floors.

Nowadays, it can be an online system must be easily accessible 24/7 to all employees from their workplace and their homes as well.

If an employee has a grievance she (or he) must know where and how to submit it and the procedure must be fast and easy.

3. EFFECTIVENESS

The grievance redressal mechanism must be effective.

The system must work (and be seen to work) and there must be proper monitoring, follow-up and feedback to the employees and all concerned about the status and processing of the complaint.

The grievance redressal procedure must ensure that it is made unambiguously and clearly evident to all employees that there is an honest and transparent effort to resolve all grievances in a fair and just manner.

4. EFFICIENCY and PROMPTNESS

The redressal of grievances and resolution of complaints must be done promptly and speedily in an efficient manner within stipulated time frames so that employees develop faith in the system.

Remember – justice delayed is justice denied.

5. RESPONSIVENESS

The grievance redressal mechanism must be user-friendly and sensitive to the special needs of the employees.

It must be gender sensitized, culturally consonant and in harmony with the prevailing environment.

Most importantly, it must be modern and technologically savvy and in sync with contemporary times.

Whatever the nature of the grievance or complaint, it must not be trivialized.

Grievances must be treated with utmost empathy and this fact must be evident to all the employees.

There must constant two-way communication between the senior management and the complainant. 

Sometimes a proactive approach is highly appreciated by employees as it nips grievances in the bud.

An impression must be made on employees that all grievances are taken seriously, treated sympathetically and handled with genuine earnestness with the objective of resolving them amicably, speedily and to the entire satisfaction of all concerned.

6. NON-VINDICTIVE

An employee must be able to submit a complaint or grievance for redressal without fear of retribution from higher management.

The employee must have no fear of reprisal from those who he is complaining against even if they are his seniors.

Checks and balances must be put in place in order to ensure that there is absolutely no victimization or harassment of the employee who is submitting a grievance or making a complaint and whistle-blowers must be protected.

The system must be absolutely non-punitive and there must not be the slightest perception or even a shred of doubt in the mind of the employees that they will be “punished” for making a complaint.

7. FAIR JUST and TRANSPARENT SYSTEM

The grievance redressal mechanism must function without fear or favour.

There must be total transparency in the procedure and justice must be done and justice must also seen to be done in a free and fair manner. 

A good Human Resource Management System is Just Fair and Transparent.

While the 7 points given above are in the context of Human Resource Management Systems, I feel that all these 7 aspects are equally applicable to Grievance Handling Systems pertaining to Customer Relationship Management (CRM), Consumer Affairs, Public Relations, Client Service Organizations and the Service Industry.

VIKRAM KARVE

Copyright © Vikram Karve 2013

Vikram Karve has asserted his right under the Copyright, Designs and Patents Act 1988 to be identified as the author of this work. 

© vikram karve., all rights reserved.

NB:

All stories in this blog are a work of fiction. The characters do not exist and are purely imaginary. Any resemblance to persons, living or dead, is purely coincidental.

No part of this Blog may be reproduced or utilized in any form or by any means, electronic or mechanical including photocopying or by any information storage and retrieval system, without permission in writing from the Blog Author Vikram Karve who holds the copyright.

Copyright © Vikram Karve 2013. All Rights Reserved

Did you like this blog post?

I am sure you will like the 27 short stories from my recently published anthology of Short Fiction COCKTAIL
To order your COCKTAIL please click any of the links below:
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About Vikram Karve

A creative person with a zest for life, Vikram Karve is a retired Naval Officer turned full time writer and blogger. Educated at IIT Delhi, IIT (BHU) Varanasi, The Lawrence School Lovedale and Bishops School Pune, Vikram has published two books: COCKTAIL a collection of fiction short stories about relationships (2011) and APPETITE FOR A STROLL a book of Foodie Adventures (2008) and is currently working on his novel and a book of vignettes and an anthology of short fiction. An avid blogger, he has written a number of fiction short stories and creative non-fiction articles on a variety of topics including food, travel, philosophy, academics, technology, management, health, pet parenting, teaching stories and self help in magazines and published a large number of professional  and academic research papers in journals and edited in-house journals and magazines for many years, before the advent of blogging. Vikram has taught at a University as a Professor for 15 years and now teaches as a visiting faculty and devotes most of his time to creative writing and blogging. Vikram Karve lives in Pune India with his family and muse - his pet dog Sherry with whom he takes long walks thinking creative thoughts.

Vikram Karve Academic and Creative Writing Journal: http://karvediat.blogspot.com
Professional Profile Vikram Karve: http://www.linkedin.com/in/karve
Vikram Karve Facebook Page:  https://www.facebook.com/vikramkarve
Vikram Karve Creative Writing Blog: http://vikramkarve.sulekha.com/blog/posts.htm
Email: vikramwamankarve@gmail.com

Twitter: @vikramkarve

      

© vikram karve., all rights reserved.