Complaint Type Master

Introduction

The Complaint Type Master sheet defines complaint categories and their respective sub-types for the tenant. These values drive key functionalities across the DIGIT platform, including:

• Citizen service request creation

• Workflow routing

• SLA and resolution time calculations

• Search behaviour in citizen-facing applications

To ensure consistency, accuracy, and avoidance of duplicates, the sheet applies multiple Excel-level validations.

Common Master: Common and Complaint type Master

Data Table

S. No	Complaint Type*	Complaint Sub Type*	Department Name*	Resolution Time (Hours)*	Search Words
1	Water not coming	Tap broken	WATER DEPARTMENT	1	water tap, water supply
2	Water not coming	Sanitation broken	SANITATION DEPARTMENT	3	sanitation, broken tap

Note: This is sample data. All entries must adhere to the validation rules defined below.

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Procedure

Data Definition

Sr. No.	Column Name	Data Type	Data Size	Mandatory?	Definition / Description
1	Complaint Type	Text	256	Yes	Main complaint category. Only alphabets and spaces allowed. Must be unique across the sheet.
2	Complaint Sub Type	Text	256	Yes	Sub-classification under the main complaint category. Must be alphabetic and unique within its parent complaint type.
3	Department Name	Text (Dropdown)	256	Yes	Department responsible for handling the complaint. Value must match Department & Designation Master.
4	Resolution Time (Hours)	Number/Decimal	64	Yes	SLA time in hours. Only positive integers or decimal values allowed.
5	Search Words	Text	512	No	Comma-separated keywords used to support complaint search. Only alphabetic words allowed.

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Steps to Fill Data

1. Download the Complaint Type Master template.

2. Review all column headers and understand their purpose from the Data Definition section.

3. For each row:

   1. Enter a valid Complaint Type (mandatory and must be unique).

   2. Enter a Complaint Sub Type (mandatory; unique within the complaint type).

4. Select the Department Name from the dropdown list sourced from the Department & Designation Master.

5. Enter Resolution Time (Hours) using only numeric or decimal values.

6. Enter Search Words as comma-separated alphabetic terms.

7. Ensure:

   1. No complaint type is repeated.

   2. No subtype is duplicated under the same type.

8. Department names exactly match the master list.

9. SLA values do not contain text or symbols.

10. Keywords contain only alphabets and commas.

11. After filling all rows, verify data against the validation rules.

12. Save the file and prepare for MDMS ingestion.

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Excel Validation Framework

The sheet enforces multiple validations to ensure structural correctness and prevent invalid or duplicate master data.

Types of Validations Applied

Validation Type	Description
Unique Complaint Type	Ensures each complaint type appears only once.
Unique Sub-Type Under Type	Prevents duplicate sub-types under the same complaint category.
Department Name Validation	Ensures value matches the Department Master via dropdown list.
SLA Number Validation	Restricts input to numeric or decimal values only.
Alphabetic Search Keyword Validation	Ensures comma-separated search terms contain only letters.

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Sample Data Rows

Complaint Type	Complaint Sub Type	Department Name	Resolution Time (Hours)	Search Words
Water not coming	Tap broken	WATER DEPARTMENT	1	water tap, water supply
Water not coming	Sanitation broken	SANITATION DEPARTMENT	3	sanitation, broken tap