Voice Grievance Filing

Bemba AI allows filing a grievance via guided voice conversation, accessible to users unfamiliar with computers.

Triggering Grievance Mode

To activate grievance filing mode, say or type:

Language	Trigger Phrases
French	"Je veux deposer une plainte", "Faire une reclamation"
Portuguese	"Registar uma queixa", "Fazer uma queixa"
Creole	"Depozita keixa", "Fasi keixa"
English	"File a complaint", "Make a complaint"

Conversation Steps

Grievance filing is done in 5 guided steps:

┌─────────────┐     ┌─────────────┐     ┌─────────────┐
│   1. NAME   │ --> │   2. TYPE   │ --> │ 3. DETAILS  │
│ Beneficiary │     │ of grievance│     │ of problem  │
└─────────────┘     └─────────────┘     └─────────────┘
                                               │
                    ┌─────────────┐     ┌──────▼──────┐
                    │ 5. COMPLETE │ <-- │ 4. CONFIRM  │
                    │  Reference  │     │   Summary   │
                    └─────────────┘     └─────────────┘

Step 1: Beneficiary Identification

Bemba asks:

"What is the beneficiary's name or household code?"

You respond:

• The beneficiary's name: "Maria Silva"
• Or the household code: "MEN-OIO-00123"

Multiple matches: If multiple beneficiaries match, Bemba lists the options:

"I found 3 beneficiaries:

1. Maria Silva (MEN-OIO-00123)
2. Maria Santos (MEN-OIO-00456)
3. Maria Fernandes (MEN-BAF-00789) Which one would you like to select?"

Step 2: Grievance Type

Bemba asks:

"What is the grievance type?

1. Payment not received
2. Targeting/eligibility issue
3. Data update
4. Other protection issue"

You respond:

• The number: "1" or "One"
• Or the type: "Payment"

Step 3: Problem Description

Bemba asks:

"Describe the problem encountered."

You respond:

"I didn't receive my payment for June. My neighbor received it but I didn't."

Step 4: Confirmation

Bemba summarizes:

"Here is your grievance summary:

• Beneficiary: Maria Silva (MEN-OIO-00123)
• Type: Payment not received
• Description: I didn't receive my payment for June...

Would you like to confirm filing this grievance?"

You respond:

• "Yes" / "Oui" / "Sim" to confirm
• "No" / "Non" / "Nao" to cancel

Step 5: Final Confirmation

Bemba confirms:

"Your grievance has been successfully registered. Reference: PLT-2026-07-00456

You can use this reference to track the progress of your grievance."

Complete Conversation (Example)

👤 User: I want to file a grievance

🤖 Bemba: I will help you file a grievance.
          What is the beneficiary's name or household code?

👤 User: Maria Silva

🤖 Bemba: I found Maria Silva (MEN-OIO-00123) in Farim sector.
          Is this the right person?

👤 User: Yes

🤖 Bemba: What is the grievance type?
          1. Payment not received
          2. Targeting/eligibility issue
          3. Data update
          4. Other protection issue

👤 User: Payment

🤖 Bemba: Describe the problem encountered.

👤 User: I didn't receive my payment for June

🤖 Bemba: Here is your grievance summary:
          - Beneficiary: Maria Silva (MEN-OIO-00123)
          - Type: Payment not received
          - Description: I didn't receive my payment for June

          Would you like to confirm filing this grievance?

👤 User: Yes

🤖 Bemba: Your grievance has been successfully registered.
          Reference: PLT-2026-07-00456

Voice Usage

Activating the Microphone

1. Click on the 🎤 microphone icon in the input area
2. Wait for the signal (red icon = active listening)
3. Speak clearly
4. The text appears automatically
5. Click Send or say "Ok"

Listening to Responses

1. Enable the 🔊 speaker icon in the header
2. Bemba will automatically read its responses
3. Click a message's speaker to replay it

Simplified Grievance Types

Type	Module	Description
Payment not received	paiement_non_recu	Beneficiary didn't receive payment
Targeting/Eligibility	eligibilite_contestee	Disputes inclusion/exclusion from program
Data update	mise_a_jour_donnees	Request for information correction
Other protection	autre_protection	Other social protection issue

Recorded Data

When a grievance is filed via Bemba AI:

Field	Value
Source	assistant_vocal
Module	PROTECTION_SOCIALE
Status	OPEN
Priority	MEDIUM
Location	Inherited from beneficiary's household

Canceling Filing

At any time during the conversation, you can:

• Say "Cancel" or "Annuler"
• Close the assistant
• Answer "No" to the final confirmation

Special Cases

Beneficiary Not Found

"I couldn't find any beneficiary with that name. Can you check the spelling or give me the household code?"

Multiple Matches

"I found 5 matching beneficiaries. Here are the first 3:

1. Maria Silva - Farim
2. Maria Santos - Mansoa
3. Maria Fernandes - Bafata

Say the number or be more specific."

Best Practices

:::tip Tips

1. Speak clearly: Articulate well, especially for names
2. Use codes: The household code is more precise than the name
3. Be specific: Describe the problem with details (dates, amounts)
4. Check the summary: Make sure all information is correct :::

Accessibility

This feature is designed for:

• Illiterate users or those unfamiliar with writing
• Users with motor difficulties
• Field situations where keyboard input is difficult
• Community workers assisting beneficiaries