ABSTRACT
In an environment of tertiary care hospital, the role of administrator consists inter-alia handling of different types of complaints. The improper management of complaints by the administrator show the incompetence of the service providers. For an essential service organization in the public sector, on the part of the administrator to solve complaints may hinder its smooth functioning by further limiting available time for administration. The descriptive study was conducted to assess the functioning of complaint redressal system of a tertiary level hospital in the public sector. The information on complaints pertain to health care matters were gathered from office records after perusal and was analyzed in detail. The strengths and weaknesses of the present system were discussed and an alternate model for complaints redressing is put forward.