Notifications
The Grievances module informs coordinators, agents and the complainant by e-mail and by in-app notification (bell at the top of the screen, Notifications page). No SMS is sent.
Coordinator notifications
When a grievance is created (and when an imported grievance is categorised), two checkboxes are offered:
- Notify the National Coordinator
- Notify the Component Coordinator
Ticked coordinators receive:
- an e-mail with subject
[Plainte <Component>] Nouvelle plainte - <reference>(or “Nouvelle catégorisation” for an import), with the reference, component, priority, subject and a link to the record; - an in-app notification titled
[Component] Plainte …that opens the record.
The component coordinator is the user whose role matches the grievance's component (Social protection, Health, Education); the national coordinator receives all components. Someone holding both roles is notified only once.
The outcome (e-mails sent, failures, notifications created) is written to the grievance history.
Assigned agent notifications
| Event | Channel |
|---|---|
| Assignment or reassignment | e-mail with the record link and remaining days |
| SLA due date approaching | in-app notification and e-mail “Reminder: Due date approaching” |
| SLA exceeded | notification and e-mail “URGENT: SLA exceeded” |
| Workflow phase overdue | in-app notification |
| Escalation | e-mail to the role of the level reached, assigned agent informed |
Overdue grievances digest
Every two days at 8 am, a summary e-mail goes to coordinators: component coordinator from 3 days overdue, national coordinator from 5 days. Details in SLA policies.
E-mails to the complainant
| Record action | |
|---|---|
| Send acknowledgement | Registration confirmation with the reference; needs a valid e-mail address, otherwise the acknowledgement is recorded without sending |
| Notify complainant of the decision | Resolution or decision, with the resolution text; contact details must be confirmed before sending |
An anonymous grievance receives no e-mail.
Sensitive grievances
Notifications to the PCH Coordination and the World Bank are explicit actions on the Sensitive Grievances page, never automatic (see Sensitive grievances).
The bell and the Notifications page
- The bell at the top shows the unread count and the latest notifications; View details opens the record, Mark all as read clears the counter.
- The Notifications page (bell, then See all notifications) lists all your notifications, with the Unread filter, the Mark as read and Mark all as read actions and deletion. It also covers notifications from other modules (payments, beneficiaries, households, system).
Mentions in comments
A comment can mention a colleague with @username. The mention is stored with the comment but does not trigger a notification today.
Pre-production environment
On pre-production, e-mails are deliberately blocked: in-app notifications work, e-mails show as failed in the message queue. This is expected.