Guided Complaint Filing

Bemba can register a complaint on behalf of a beneficiary by asking four questions, one after the other. This is the only Bemba action that writes data: the complaint is created only after your confirmation.

This mode is designed for the field: an agent can register a beneficiary's complaint by dictating the answers, without opening the full form.

Starting the filing

Say or type one of these sentences, or click the File complaint suggestion:

Language	Sentences
French	"Je veux déposer une plainte", "Enregistrer une réclamation pour Maria Silva"
English	"File a complaint", "Register a grievance for Maria Silva"
Portuguese	"Quero registar uma queixa", "Fazer uma reclamação"
Kriol	"N misti depozita keixa", "Fasi keixa"

A Complaint filing mode banner appears. While it is displayed, Bemba only answers the filing questions.

The four steps

Step	Bemba asks	You answer
1. Beneficiary	The beneficiary's name or the household code.	A full name ("Maria Silva") or a household code.
2. Type	The type of problem, among four numbered choices.	The number ("1") or the word ("payment").
3. Description	A description in a few words.	The problem, with dates and amounts if possible.
4. Confirmation	A summary: beneficiary, type, description.	"Yes" to register, "No" to cancel.

After confirmation, Bemba displays the complaint's reference. Keep it: it is used for follow-up.

Complaint types offered

Number	Type	Category recorded
1	Payment issue	Payment not received
2	Targeting / eligibility problem	Contested eligibility
3	Data update	Data update
4	Other problem	Other protection problem

For a complaint of another category, or to attach documents, use the full form of the Complaints screen.

Full example

You   : I want to file a complaint

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

You   : Maria Silva

Bemba : I found Maria Silva (PCH-OIO-000123). Is this the right person? (Yes/No)

You   : Yes

Bemba : What type of problem are you experiencing?
        1. Payment issue
        2. Eligibility problem
        3. Data update
        4. Other problem
        Say the number or the type of problem.

You   : 1

Bemba : Describe your problem in a few words.

You   : I did not receive the June payment. My neighbour received it.

Bemba : Summary of your complaint:
        Beneficiary: Maria Silva
        Type: Payment issue
        Description: I did not receive the June payment. My neighbour received it.
        Do you confirm filing this complaint? (Yes/No)

You   : Yes

Bemba : Complaint filed successfully.
        Reference: PLT-2026-000456
        You will be contacted by our teams. Keep this reference for follow-up.

Special cases

Situation	What Bemba says	What to do
Beneficiary not found	"I could not find a beneficiary with this name."	Give the full name or the household code. Check the spelling.
Several matches	A numbered list, up to five people.	Say the number of the right person.
Type not understood	"Say 1 for payment, 2 for targeting, 3 for data, or 4 for other."	Answer with the number.

Cancelling

At any time:

• click Cancel in the Complaint filing mode banner;
• or answer "No" or "Cancel" ("Non", "Não", "Cancelar") to a Bemba question.

Bemba confirms the cancellation. Nothing is recorded. You can start again whenever you want.

What is recorded

Field	Value
Beneficiary and complainant	The beneficiary chosen in step 1.
Location	Sector and locality of the beneficiary's household.
Module	Social protection.
Category	According to the type chosen in step 2.
Description	Your text from step 3.
Status	Open.
Priority	Medium.
Source	Voice assistant.
Reference	Generated automatically according to the complaint nomenclature.

The complaint appears immediately in the Complaints screen, where it follows the usual workflow: assignment, handling, resolution. You can add comments or documents there.

By voice

1. Click the microphone and dictate your answer.
2. Click the microphone again to stop and send.
3. Enable voice in the header so Bemba reads each question.

For people's names, speak slowly. When in doubt, prefer the household code: it is more reliable than voice recognition of a name.

Scope and privacy

• The complaint is created from your session: it is traced like any complaint entered in the application.
• Nothing is written before your "Yes" in step 4.
• The description is recorded as is. Do not dictate sensitive information that does not belong in an ordinary complaint: for sensitive (GBV) complaints, use the dedicated workflow of the Sensitive complaints screen.

Troubleshooting

Symptom	What to do
Bemba answers something else instead of asking the next question	Check that the Complaint filing mode banner is displayed. If not, say "I want to file a complaint" again.
"An error occurred" at confirmation	The complaint was not created. Try again; if it persists, file it from the Complaints screen and tell the administrator.
The microphone does not catch the name correctly	Type the name or give the household code.
The banner stays displayed after the reference	Click Cancel or start a new conversation.

Other error messages (service unavailable, too many questions, offline) are described in the usage guide.

See also

• Introduction
• Usage guide