Grievance Redressal Mechanism provides structured channels for customs cargo and passenger complaints and administrative follow-up. A grievance redressal mechanism in Customs field formations addresses trade, industry and passenger complaints through procedural simplification, reduced physical contact, and computerization. Operational monitoring uses a Management Information System with EDI, nightly exception reports, a System Manager for EDI support, and tele-enquiry services. Accessibility measures include daily open hours with senior officers, designated Public Grievance Officers with published contacts, monthly Public Grievance Committees with trade representatives, and a Chief Commissioner-led Watch Dog Committee to review systemic delays.