The GRM will include the following steps:

Step 1: Submission of grievances

Step 2: Recording of grievance and providing the initial response

Step 3: Investigating the grievance

Step 4: Communication of the Response

Step 5: Complainant Response

Step 6: Grievance closure

Step 7: Appeals process

Step 8: Analysis of trends in complaints/grievances

Once all possible redress has been proposed and if the complainant is still not satisfied then they should be advised of their right to legal recourse.