# Complaints Management

## Overview

Users can file a complaint using the HCM app. There are a few assumptions:

* Not all complaints will be logged using the complaints module. Users may prefer raising complaints on WhatsApp groups/calls, and may not be registered in the system.
* Complaints are most likely to be logged by users on behalf of other users (Most common use case: Supervisors raising complaints on behalf of users).

## User Roles

<table><thead><tr><th width="166.109375">User Role</th><th width="284.203125">Scope of Action</th><th>Role Description</th></tr></thead><tbody><tr><td>Registrar</td><td>Create and view complaints.</td><td>Registrars can raise technical complaints on the application</td></tr><tr><td>Field Supervisor</td><td><p></p><p>Create and view complaints.</p></td><td>Assist the frontline teams and raise the issues communicated by them on the application</td></tr><tr><td>Supervisor</td><td><p></p><p>a. Create and view complaints.</p><p>b. Resolve complaints, re-assign complaints back to the helpdesk, and reject complaints.</p></td><td>Monitor the overall campaign and provide assistance for the issues raised by the field teams</td></tr><tr><td>Helpdesk user</td><td><p>a. Create and view complaints.</p><p>b.  Resolve complaints, assign complaints, and reject complaints.</p></td><td>Helpdesk users are the support team established to provide assistance throughout the campaign.</td></tr></tbody></table>


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