Airing grievances: Keep the chain of command intact

Brig Indrajeet S Gakhal retd

Having attended the evening company roll call as a young Lieutenant (in 1975), I and Subedar Karam Singh, senior JCO, Alfa Company, were walking to the dining hall when he said: “Saab, 426 Sher Singh da ik gharelu jhagra hai teh uh tuhanu milna chaunda hai (No 426 Sepoy Sher Singh has a domestic conflict and he wants your audience).”  “Theek hai Saab, usnu tay usday Platoon Commander nu bula lao (Ok, call him and his Platoon Commander),” I said.

After a while Naib Subedar Rawail Singh and Sepoy Sher Singh stood before me after the customary “Sat Sri Akal sahib bahadur”.  Naib Subedar Rawail Singh then explained the Sepoy’s problem. Next morning, armed with a letter to the Senior Superintendent of Police, Bathinda, Sher Singh was on his way home on a seven-day leave. 

The crux is that the aggrieved jawan through his Section NCO and Platoon Havildar approached the Platoon Commander who in turn reported to the senior JCO and to me. The chain of grievance redressal follows the chain of command. At no stage, Sepoy Sher Singh needed to jump the line to go directly to the Company Commander or the Commanding Officer. 

In another incident, when I was at the Brigade Headquarters, an anonymous letter came through the complaint box. It purported that the JCO Quarter Master was pilfering ration. A surprise check of the ration store found some discrepancies and the JCO was dealt with under the law. 

Once a jawan reported to the Subedar Major that he wished to be relieved of buddy (Sewadar/Sahayak) duties as he was treated rudely. The Subedar Major reported to the Commanding Officer who, investigated discreetly and had posted the jawan as his officer runner. Yet again at the Unit Sanik Sammelan (Durbar) after the points received from the companies and points by the Commanding Officer were passed, the Commanding Officer invariably said. “Meri taraf se aur koi point nahi hai; agar kisi jawan ya NCO ko koi point yaad aaya hai to woh abhi keh sakta hai (I have no more points to render, if any jawan/NCO has any point to make, he is free to do so).”

Once during such a meet, a jawan rose, saluted and said: “No... Sepoy... Shriman mera point yeh hai ki working party 5 baje ke baad nahi honi chahiya kyun ki baad main nahane ko pani nahi milta (Sir, there should be no working party after 5 pm as then there is no water for bathing thereafter).” The Commanding Officer addressed the issue instantly and passed executive orders. 

In short, the existing grievance redressal system has worked well for three odd decades. The system exists in all Army units — combat arms, support arms or services. However, its systematic enforcement is more effective in Combat Arms and Support Arms. This is borne out by empirical data on the grievance correspondence initiated from the Services.

Army Chief General Bipin Rawat’s reachout to jawans through WhatsApp has eroded the long-established norms. He has launched a WhatsApp number through which any soldier can post his/her grievances. This practice will undermine the existing chain of command that is critical in operations. The announcement has also fanned an anti-officer sentiment. I think this will prove disastrous for the command and control structure and challenge the future leadership.

That is not to say that all is hunky-dory in the leadership, which needs introspection and bridging the growing gap between the Commander and his Command.