Complaint Processing

This guide explains how to process, resolve, or reject a complaint using the different features of the GRM system.

Processing Workflow

Complaint processing follows a phased workflow:

┌──────────┐    ┌──────────┐    ┌─────────────┐    ┌──────────┐    ┌─────────┐
│ RECEIPT  │ -> │EVALUATION│ -> │INVESTIGATION│ -> │RESOLUTION│ -> │ CLOSURE │
└──────────┘    └──────────┘    └─────────────┘    └──────────┘    └─────────┘
     │               │                │                 │              │
     ▼               ▼                ▼                 ▼              ▼
  Initial        Information      In-depth         Decision and   Complainant
  creation       analysis         verification     action          notification

Workflow Phases

Phase	Description	Typical Actions
Receipt	Newly registered complaint	Triage, categorization
Evaluation	Analysis of provided information	Verification, KB search
Investigation	In-depth research if necessary	Contacts, evidence
Resolution	Solution implementation	Corrective action
Closure	Final validation	Notification, archiving

:::tip Kanban View Use the Kanban view to visualize and manage your complaint workflow. :::

Taking Charge of a Complaint

From the list

1. Identify a complaint with Open status
2. Click Process or Take charge
3. The complaint changes to In Progress status
4. You are assigned as responsible

From the detail view

1. Open the complaint detail
2. Click Take charge
3. Confirm the assignment

From Kanban

1. Find the complaint in the Receipt column
2. Drag it to Evaluation
3. You are automatically assigned

:::info Unique assignment A complaint can only be taken by one agent at a time. If already assigned, contact the agent or request reassignment. :::

Detail Page

The detail page displays all complaint information:

General Information

• Reference: Unique identifier (e.g., PLT-2024-00123)
• Status: Current status (Open, In Progress, etc.)
• Phase: Workflow stage
• Creation date: When the complaint was registered
• SLA deadline: Resolution deadline
• Assigned agent: Current responsible

SLA Indicators

• Time elapsed since creation
• Time remaining before deadline
• Visual indicator (green/orange/red)

Complainant

• Full name
• Contact info (phone, email)
• Address and location
• Linked beneficiary (if applicable)

Complaint Content

• Category and subcategory
• Priority
• Reception channel
• Subject and detailed description
• Attachments

History

• All actions performed
• Dates and authors
• Comments and notes

Consulting the Knowledge Base

Before processing, consult the knowledge base:

1. In the complaint detail, click Suggested articles
2. Or search manually in the KB
3. Review standard solutions and procedures
4. Apply the appropriate solution

Changing Phase

Normal progression

To advance a complaint in the workflow:

1. Open the complaint detail
2. Click Change phase or use Kanban drag & drop
3. Select the next phase
4. Add a comment if necessary
5. Confirm

Valid Transitions

Receipt → Evaluation → Investigation → Resolution → Closure
               ↓                            ↓
           Resolution ←────────────────────┘

:::warning Restrictions

• Returning to a previous phase is generally not allowed
• Some transitions may require specific permissions :::

Resolving a Complaint

When to resolve?

Resolve a complaint when:

• The problem has been corrected
• A corrective action has been implemented
• The complainant is satisfied (if contact possible)

Procedure

1. Make sure you're in the Resolution or Closure phase
2. Click Process complaint or Resolve
3. Select the Resolve action
4. Write the Resolution:
   • Describe actions taken
   • Indicate the result obtained
   • Mention preventive measures if applicable

Example resolution:

"The missing payment for cycle T3-2024 was identified due to a
phone number error. The number was corrected in the system and the
beneficiary received the amount of 22,500 FCFA on 01/15/2026 via Orange Money.

Preventive measure: Systematic verification of numbers before each cycle."

5. Click Confirm
6. Status changes to Resolved
7. If configured, the complainant is notified by email

Rejecting a Complaint

When to reject?

Reject a complaint when:

• The claim is not substantiated after verification
• The complainant is not eligible for the program
• The request is outside the program's scope
• It's a duplicate

Procedure

1. Click Process complaint or Reject
2. Select the Reject action
3. Write the Rejection reason:
   • Clearly explain why the complaint is rejected
   • Cite the relevant rules or criteria
   • Suggest an alternative if possible

Example rejection reason:

"After verification in the social registry, the complainant does not appear
in the list of program beneficiaries for the Bafatá region.
The household was not selected during the 2023 PMT targeting because the
PMT score (32.5) is above the eligibility threshold (25.0).

The complainant may contact the social service in their locality for a
reassessment during the next targeting campaign scheduled for 2026."

4. Click Confirm
5. Status changes to Rejected

Escalating a Complaint

If you cannot resolve the complaint, escalate it:

When to escalate?

• The complaint is too complex
• A management decision is required
• You don't have the necessary permissions
• The SLA deadline approaches with no solution

How to escalate?

1. Click Escalate
2. Select the escalation reason
3. Add an explanatory comment
4. Confirm the escalation

The supervisor or team manager will be notified.

Processing Deadlines (SLA)

SLA policies define maximum deadlines:

Priority	Maximum Deadline	Warning Alert	Critical Alert
Low	30 days	15 days	24 days
Medium	15 days	7.5 days	12 days
High	7 days	3.5 days	5.6 days
Urgent	48 hours	24 hours	38 hours

Visual Indicators

• 🟢 Green: Within deadlines, no urgency
• 🟡 Yellow: Warning alert, attention required
• 🟠 Orange: Critical alert, immediate action
• 🔴 Red: Deadline exceeded, possible escalation

:::warning Deadline Breach Complaints exceeding their deadline may be automatically escalated according to SLA configuration. :::

My Assignments

The My Assignments page shows only complaints assigned to you:

• Complaints being processed
• Complaints awaiting action
• Personal statistics
• History of your processing

Access

Menu GRM - Complaints → My Assignments

Features

• Filtering by status, priority, category
• Sorting by deadline, creation date
• Quick actions (process, escalate)
• Export your list

Best Practices

Communication

1. Contact the complainant if details are needed
2. Keep them informed of processing progress
3. Clearly explain the final decision
4. Document all exchanges

Documentation

1. Record all actions taken
2. Keep evidence (screenshots, emails)
3. Write clear and complete resolutions
4. Use the KB to standardize responses

Time Management

1. Handle urgent ones first
2. Monitor your deadlines daily
3. Escalate quickly if blocked
4. Balance your workload

Quality

1. Verify information before deciding
2. Consult the KB for standard cases
3. Ask for advice when in doubt
4. Learn from processed cases

See Also

• Kanban View - Workflow visualization
• Team Management - Agent organization
• SLA Policies - Deadline configuration
• Escalation - Escalation process
• Knowledge Base - Help articles
• Sensitive Complaints - SEA/SH cases