Complaints User Manual

A detailed document describing how to use the Complaints product in Sandbox

Overview

Complaints is an application designed to file, assign, and resolve issues with enhanced transparency for all stakeholders. While traditionally adopted by governments worldwide for public grievance redressal, complaints can be used for various cases and at multiple scales. You can view the full complaint documentation here.

Key Features

Complaints offer the following functionalities:

• Filing a complaint (both through employee and citizen interface)

• Viewing and filtering the list of filed complaints

• Assigning a complaint to a user ('employee')

• Resolving a complaint

• Rating a complaint

• Viewing a dashboard with a graphical summary of complaints and statistics

Before proceeding with the complaints application make sure to create employees and map it to specified roles. Refer to this page to create and manage employees.

User Roles

The list of roles and corresponding actions each role can perform is listed below:

Role	Actions
Superuser	All actions associated with Sandbox & its products
Admin	Employee Management + All Complaints actions (including viewing dashboards)
Employee	View Inbox
Complaints-Admin	All Complaints actions (including viewing dashboards)
Assigner	File Complaint, Assign Complaint, Reject Complaint, Reassign Complaint
Resolver	Resolve Complaint

Using Complaints

Citizen User

1. File complaints

2. View complaints

3. Rate complaints

4. Reopen complaints

Employee User

1. File complaints

2. View complaints

3. Assign/reject complaints

4. Resolve complaints

5. Configure complaints master