Grievance Management
Integrated grievance submission and resolution with real-time updates and messaging alerts.
What it does
A complaint becomes a numbered case the moment it is lodged. It is assigned to someone, that person acts and replies through the platform, the complainant is told at each step by message, and management can see how many cases are open and how old they are. Nothing is closed without the complainant being notified.
Who uses it
Citizens, customers or residents lodge complaints and follow their status. The handling officer reviews each one, acts on it and writes back. Management oversees the whole queue and steps in when a case is taking too long.
How it runs
The complainant reports the issue on the platform, the officer reviews the details and assigns it for resolution, the officer acts and communicates with the complainant, management monitors the resolution as it happens, and the grievance is closed with the complainant notified.
In government, and in a private business
For a department or a utility, the grievance register is the public face of its service, and a case that has a number, an owner and an age can be answered under RTI or in a review meeting without a search. Pendency by officer is a report, not an accusation.
A business with a few hundred customers or dealers who complain by phone and WhatsApp has the same gap: nobody knows what is open. The same lodge, assign, act, close loop gives the owner a list instead of a feeling.
How it runs, step by step
- SubmitCustomer reports an issue through the platform.
- ReviewAdmin reviews details and assigns for resolution.
- ResolveAdmin acts and communicates with the customer.
- OversightManagement monitors the resolution process.
- Close & notifyGrievance closed; customer notified.
Talk to Sketch about Grievance Management
Describe the process as it runs today and who is in it. We will say how close this platform is and what a working prototype would show.
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