Grievance Module

The module allows for registering and tracking grievances submitted by the beneficiaries or stakeholders. The system can be configured to automatically assign tasks to registered users so that they can be notified and follow up on the cases.

There’s added functionality to generate a report for each grievance.

High-Level User Stories

This module:

• Allows configuration to set the following. There’s no limit on the number of entries

  • grievance types. For example, PROJECT-RELATED, INCLUSION, EXCLUSION, etc..

  • grievance flags, For example, STAKEHOLDER, BENEFICIARY, NON-BENEFICIARY, etc..

  • grievance channels, For example, WEB, HOTLINE, CALL-CENTER, etc…

• Allows stakeholders to set configurations on the expected resolution time for each type of grievance. This helps in flagging as resolved within or outside time limits

• and Allows for setting default responses for types of grievances recorded. This helps stakeholders with the default line of action when recording grievances

• Allows recording of grievances for beneficiaries and non-beneficiaries

• Allows searching of grievances by name, type, channel, attending staff, and reporter details

• Allow filtering of grievance by resolved status

• Allows adding of responses to grievances

• Allows assigning of grievance to staff to work

• Allows resolution of a grievance

• Allows staff to view all historical changes for a grievance recorded

• Has a dashboard with configurable data visualization widgets to provide insights into any metric on grievances

• Allows generation of PDF/HTML reports for each grievance.