Grievance redressal ensures stakeholder access to customs complaint mechanisms through designated officers, committees and electronic tracking.

The Customs grievance redressal framework integrates Electronic Data Interchange (EDI)-based Management Information Systems for tracking consignments, accessibility of senior officers for walk-in grievance meetings, designation of a Public Grievance Officer in each Commissionerate, and consultative bodies-Public Grievance Committees, Watchdog Committees and Permanent Trade Facilitation Committees-to address, review and escalate cargo clearance issues; passenger complaints are managed through airport notices, Public Relations Officers, on-duty senior officers and an Airport Facilitation Committee.

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