Purpose of the grievance redressal system

• The ESIC grievance redressal process is designed to address and resolve complaints related to services, benefits, compliance, and registration.
  
• It provides a formal mechanism for insured persons, employers, and dependents to raise issues and seek clarification or corrective action.
  
• The aim is to ensure timely resolution, accountability, and improved service delivery within the ESIC framework.
  
• Grievances may relate to benefit delays, contribution errors, claim rejections, dispensary issues, or portal malfunctions.
  
• All complaints are handled as per the ESIC grievance handling policy and official guidelines.
  

Modes of submitting a grievance

• Complaints can be submitted in person at the nearest ESIC branch or regional office.
  
• A grievance can also be lodged in writing, addressed to the concerned officer with complete details.
  
• Many regional offices have public grievance counters to facilitate on-the-spot assistance.
  
• Employers and insured persons can route grievances through official communication channels.
  
• Acknowledgment of the complaint is issued for tracking and follow-up.
  

Details required in the complaint

• Name, IP number, ESIC registration number, and contact information of the complainant.
  
• Nature of grievance, along with relevant dates, office/location, and affected benefit or process.
  
• Copies of supporting documents such as claim forms, payment challans, medical certificates, or correspondence.
  
• Specific request or resolution sought from the ESIC office.
  
• The complaint must be clear, complete, and factually accurate.
  

Grievance resolution workflow

• Once received, the grievance is registered and assigned to the appropriate officer or department.
  
• The matter is investigated, and documents or statements may be requested.
  
• In simple cases, resolution may happen within a few working days.
  
• Complex issues like benefit disputes or legal queries may take longer for resolution.
  
• A written reply or decision is communicated to the complainant after action is taken.
  

Escalation and follow-up

• If the response is unsatisfactory or delayed, the complainant may escalate the issue to the Regional Director or higher authority.
  
• In unresolved or critical matters, escalation to the Employees’ Insurance Court may be permitted.
  
• Periodic follow-ups may be required to monitor action taken.
  
• Feedback is often collected to assess the grievance handling quality.
  
• Persistent grievances help ESIC identify systemic service issues and take corrective measures.