File and resolve a grievance

The grievance management approach for PM-SETU is to reuse the existing grievance ecosystems and introduce PM-SETU integration touchpoints at each of them, while creating a native filing channel only where none exists today. On SIDH and CPGRAMS, a PM-SETU scheme-selection dropdown shall be introduced so that grievances relating to the scheme are tagged at intake and can be routed, tracked, and reported end to end. For SPVs and AIPs, grievance filing for fiduciary management and other IT-related matters shall be provided on the PM-SETU portal itself, with resolutions flowing to the other systems (FMS, LOMS) where required.

This process diagram illustrates the escalation chain for trainee marks and profile grievances filed on SIDH. Following ITI verification and approval, the grievance moves sequentially through the Nodal Officer, RDST, State Directorate, and Centre before the resolution is recorded back on SIDH. Grievances returned by the ITI are corrected and resubmitted by the trainee. Examination-window grievances follow a separate, shorter path illustrated in the user journey at Figure 4.

This process diagram illustrates the trainer grievance process on SIDH. The trainer files a marks/certification or profile grievance, which is registered and routed to the concerned cell; the cell may seek clarification from the trainer before resolving the grievance and updating the status on SIDH.

This process diagram illustrates the ministry-level grievance transfer chain. A grievance filed on CPGRAMS is transferred to the DGT Nodal Officer, categorized and tagged to PM-SETU, and transferred to the concerned internal division or cell. Where sub-portal action is required, the grievance is additionally resolved via SIDH or the relevant State system before the division prepares and uploads the Action Taken Report and closes the grievance.

This process diagram illustrates the native SPV/AIP grievance channel. A grievance raised on the PM- SETU portal is auto-categorized and assigned an SLA, then routed to the FMS/SPMU Finance Cell (fiduciary category) or the IT Cell/technology partner (IT/platform category). Following execution of resolution actions, the SPMU verifies the outcome; unsatisfactory resolutions are reopened and escalated, while satisfactory resolutions close the ticket and notify the SPV/AIP.