The Grievance module in openIMIS enables users to log, track, and manage complaints or feedback submitted by program participants or the general public. This module helps ensure transparency, accountability, and responsiveness in program delivery.

1. Viewing Grievances

Interface Elements:

• Search Filters: Allows filtering by:

  • Code (unique grievance ID)

  • Title

  • Status (Received, In Progress, Resolved, etc.)

  • Priority (High, Medium, Low, None)

  • Category

  • Associated Individual (if applicable)

  • History (Show or Hide resolved/deleted cases)

Table Columns:

• Code: Unique identifier auto-generated (e.g., GRS00000001)

• Title: Short description of the grievance

• Reporter: Shows 'Anonymous User' or the name of the reporting person

• Priority: Indicates urgency of the grievance

• Status: Current state of the grievance (e.g., RECEIVED, IN PROGRESS)

• Category: Classifies the type of complaint

Actions:

• Edit: Click the pencil icon to update status, assign category, or change priority

2. Adding a New Grievance

Steps:

1. Click the + button at the bottom-right corner.

2. Fill in the required fields:

   • Title (e.g., "Late payment in District X")

   • Reporter: Enter name or mark as anonymous

   • Priority: Select from High, Medium, Low, or None

   • Category: Choose the relevant type of grievance (e.g., Payment Issue, Exclusion Error)

   • Description: Optional extended narrative of the issue

3. Click Save to submit the grievance

3. Editing a Grievance

Only users with proper permissions can edit grievances.

Actions allowed:

• Update priority (e.g., from Medium to High)

• Change status (e.g., from RECEIVED to RESOLVED)

• Add notes or additional details

Notes:

• Grievance status changes should reflect investigation and resolution steps.

• Category reassignment helps in accurate reporting and trend analysis.

4. Filtering and Searching Grievances

To efficiently navigate large volumes of grievances:

1. Use any combination of filters (status, category, individual, priority).

2. Click Search to apply filters.

3. Use Reset Filters to clear all selections and view all grievances again.

5. Data Retention and History

• Deleted grievances are not erased from the system; they're hidden by default.

• Use Show History checkbox to view deleted or archived cases.

6. Additional Considerations

• User Roles: Access to view, edit, or delete grievances is controlled via permissions.

• Audit Trail: All changes to a grievance are logged to ensure traceability.

Open