Knowledge Standard: Municipal Grievance Redressal Version 2

National Urban Digital Mission (NUDM)

Contributors:

The Municipal Grievance Redressal (MGR) Knowledge Standard, developed under the National Urban Digital Mission (NUDM), offers a standardized taxonomy for managing citizen grievances across Urban Local Bodies (ULBs). It defines key entities, processes, stakeholders, channels, and KPIs to streamline grievance handling, ensuring transparency, accountability, and timely resolution. The standard supports both digital and non-digital platforms, promoting inclusive and accessible governance. By establishing common definitions and benchmarks, it enhances data consistency and interoperability across systems, enabling evidence-based decision-making and improved service delivery in urban governance. It aligns with national e-Governance standards like IS 18000 and IS 18006.