This study examines the level and efficacy of citizen engagement in the grievance redressal process to influence the provision of effective services within local government entities in the Northern and Eastern Provinces of Sri Lanka. Based on a quantitative research design across Municipal Councils, Urban Councils, and Pradeshiya Sabhas, the study assesses the citizen awareness, knowledge of the grievance process, involvement in using GRMs, trust, and institutional capacity influence levels of engagement in resolving community grievances. The results show that, despite formal channels for filing complaints, citizen participation in grievance redressal remains moderate due to limited awareness, political interference, and administrative inefficiencies. However, the findings indicate that satisfaction levels are comparable among users. Technological integration, leadership dedication, and transparent communication all improved responsiveness and citizen satisfaction. Awareness and trust building, institutional capacity enhancement, and broadening hybrid and e-governance platforms are essential to strengthen participatory grievance handling in Sri Lanka.