Complaints

A quick overview of the Complaints product, the functionality offered and the card options on the home page.

Overview

Complaints is a self-serve, web and mobile-based, easy-to-use, configurable product for the submission, tracking and resolution of grievances from anywhere and at any time. Designed to provide maximum transparency for all stakeholders, the lifecycle of each complaint is mapped - right from the time of filing, all the way till closure by the complainant. Traditionally used for the redressal of public grievances, the Complaints module features a citizen and employee portal with several user roles, facilitating coordination between multiple actors in the complaint resolution process.

Key Features

• Registration, Login and Creation of User Profile

• Lodging a Complaint

• Assigning a Complaint

• Resolving a Complaint

• Manage Complaints

• Track Complaints

• Dashboards and Reports

Role-Mapping

• Superuser - Can perform all Sandbox-related actions, and is assigned to the Sandbox account creator by default. If you want to add a team member to your Sandbox account, you can create an employee with a Superuser role and your team member’s email.

• Admin - Can perform all Complaints and Employee Management related actions (apart from configurations).

• Complaints-Admin - Can perform all Complaint-related actions. If you want to allow your partners to interact with DIGIT products directly, you can create an employee with the Complaints-Admin role and the partner’s email.

• Assigner - Can assign, reject or reassign a complaint.

• Resolver - Can resolve or reject a complaint

Functions

The home page cards provide the below menu options to interact with the Complaints module.

• File Complaint - File a complaint by selecting the complaint type and sub-type, along with the location.

• View Inbox - View the list of filed complaints and take actions such as assigning/rejecting a newly filed complaint, or resolving a complaint which has already been assigned. The Inbox presents a view seen by Grievance Routing Officers when Complaints are used for Public Grievance Redressal.

• Explore Dashboard - See a graphical representation of complaint statistics over time, including complaint status, resolution time, categories, etc. The dashboard has already been prepopulated with sample data for you

• Configure Complaints - Change the default product behaviour by modifying or adding configuration data.

• Employee Management - Each “employee” is assigned a user role that allows certain interactions with the Complaints product. In employee management, you can add employees or view the list of employees. Some employees have already been created for you by default, so you can explore Complaints.