Step 1 — Register & log in. Citizens complete a one-time registration on the GRM portal. Grievances can also be submitted through linked county departments.

Step 2 — Submit your grievance. After logging in, you select the relevant department and describe your grievance. The system automatically generates a unique Grievance ID you can use to track your case.

Step 3 — Forwarded to the right office. Your grievance is automatically transmitted to the relevant department or county office responsible for handling it.

Step 4 — Resolution within 21 days: The designated department works to resolve the matter within 21 days. Once a resolution is reached, you receive an Action Taken Report (ATR) directly via email. All processes involved in resolving the grievance are promptly notified to your email, or you can access them by logging into the portal.

Step 5 — Share your feedback. You are asked whether you are satisfied with the resolution. If yes, the grievance is formally closed.

Step 6 — Escalation if unsatisfied. If you are not satisfied, your case is escalated to the head of the department for further review, leading to a final resolution.

This system ensures every citizen's concern is tracked, addressed within a defined timeframe, and resolved through a structured escalation path.