Grievance Management (GRM)

The Grievance Management module, also known as GRM (Grievance Redress Mechanism), allows you to receive, track, and resolve complaints from beneficiaries and communities.

GRM Architecture

┌─────────────────────────────────────────────────────────────────────────┐
│                          ENTRY CHANNELS                                 │
│    Phone │ Visit │ Mail │ Email │ WhatsApp │ Kobo │ Web                │
└─────────────────────────────┬───────────────────────────────────────────┘
                              ▼
┌─────────────────────────────────────────────────────────────────────────┐
│                     COMPLAINT REGISTRATION                              │
│  • Complainant identification                                           │
│  • Automatic categorization                                             │
│  • Duplicate detection                                                  │
│  • Automatic priority and SLA assignment                                │
│  • Assignment to a team based on sector                                 │
└─────────────────────────────┬───────────────────────────────────────────┘
                              ▼
┌─────────────────────────────────────────────────────────────────────────┐
│                         PROCESSING WORKFLOW                             │
│                                                                         │
│   ┌──────────┐    ┌──────────┐    ┌──────────┐    ┌──────────┐        │
│   │ RECEIPT  │ -> │EVALUATION│ -> │RESOLUTION│ -> │ CLOSURE  │        │
│   └──────────┘    └──────────┘    └──────────┘    └──────────┘        │
│        │               │               │               │               │
│        ▼               ▼               ▼               ▼               │
│   Knowledge       Investigation   Decision       Complainant           │
│   base            and analysis    and corrective notification          │
│   (KB articles)                   action                               │
└─────────────────────────────┬───────────────────────────────────────────┘
                              │
              ┌───────────────┼───────────────┐
              ▼               ▼               ▼
        ┌──────────┐    ┌──────────┐    ┌──────────┐
        │ RESOLVED │    │ REJECTED │    │ ESCALATED│
        └──────────┘    └──────────┘    └──────────┘
                                              │
                                              ▼
                                        Supervisor
                                        or Team N+1

Why a grievance management mechanism?

An effective grievance management system is essential for:

• Transparency: Allow beneficiaries to report problems
• Accountability: Ensure follow-up and resolution of complaints
• Continuous improvement: Identify systemic problems
• Protection: Manage sensitive cases (SEA/SH) confidentially
• Accountability: Track performance indicators (SLA)

GRM System Components

1. Complaint management

The core of the system allows you to:

• Register complaints through multiple channels
• Categorize automatically by type
• Prioritize based on urgency and SLA policies
• Assign to competent agents or teams
• Track processing until closure

2. Teams and assignment

Complaints are managed by teams organized by geographic area:

• Each sector can have a dedicated team
• Members have roles (Manager, Agent)
• Assignment can be automatic or manual
• Supervisors can reassign complaints

3. SLA Policies (Service Level Agreement)

SLAs define processing deadlines:

• Configurable by category and priority
• Automatic deadline tracking
• Alerts before deadline
• Automatic escalation if deadline exceeded

4. Escalation

The escalation system allows:

• Manually escalate a complex complaint
• Automatic escalation in case of SLA breach
• Supervisor notification
• Escalated complaint tracking

5. Knowledge base

The knowledge base helps agents to:

• Quickly find standard solutions
• Browse articles by category
• Search by keywords or tags
• Reduce resolution time

6. Kanban view

The Kanban board offers an intuitive visualization:

• View by workflow phases
• Drag & drop to change phase
• Filters by agent, priority, category
• Visual workload tracking

Module Access

The Complaints module is accessible from the main menu under GRM - Complaints:

Menu	Description	Permission
Complaints	List and management of all complaints	plaintes.view
My Assignments	Complaints assigned to logged-in agent	plaintes.view
Knowledge base	Help articles and standard solutions	plaintes.view

Required permissions

Access to the grievance management module requires appropriate permissions. Contact your administrator if you don't have access.

User Journey

For a GRM agent

1. Login → Dashboard with personal statistics
2. Check "My Assignments" → View complaints to process
3. Open a complaint → Review details and history
4. Search the KB → Find a standard solution
5. Process the complaint → Resolve or escalate
6. Close → Document the resolution

For a supervisor

1. Login → Global dashboard
2. Kanban view → Visualize team workload
3. Identify overdue complaints → Intervene or reassign
4. Manage escalations → Handle complex cases
5. Analyze statistics → Identify trends

Complaint Statuses

Status	Description	Color
Open	Newly registered complaint	Blue
In Progress	Complaint taken by an agent	Yellow
On Hold	Awaiting information or external action	Orange
Resolved	Successfully processed complaint	Green
Rejected	Rejected complaint (not admissible)	Red
Closed	Permanently closed complaint	Gray

Workflow Phases

Phase	Description
Receipt	Initial complaint registration
Evaluation	Analysis and verification of information
Investigation	In-depth research if necessary
Resolution	Solution implementation
Closure	Final validation and notification

Complaint Categories

Category	Description	Example
Payment	Issues related to money transfers	Payment not received
Eligibility	Questions about inclusion/exclusion criteria	Registration refusal
Registration	Registration problems	Incorrect data
Mobile Money	Issues with operators	Invalid number
Documents	Questions about identity documents	Missing document
Information	Information requests	Payment dates
Other	Other types of complaints	Miscellaneous

Priorities and Deadlines

Priority	Default Deadline	Typical Cases
Low	30 days	Information request
Medium	15 days	Standard complaint
High	7 days	Payment problem
Urgent	48 hours	SEA/SH cases, critical situations

Customization

Deadlines are configurable through SLA policies in settings.

Performance Indicators

The GRM system automatically tracks:

• Resolution rate: % of resolved complaints
• Average resolution time: Average processing duration
• SLA compliance: % of complaints processed within deadlines
• Escalation rate: % of escalated complaints
• Complaints by category: Distribution by type

Notifications

The system sends email notifications:

Event	Recipient
New complaint	Assigned agent
Assignment	New agent
Escalation	Supervisor
SLA alert	Agent + Supervisor
Resolution	Complainant (if email)