Complaints Management

Overview

Users can file a complaint using the HCM app. There are a few assumptions:

• Not all complaints will be logged using the complaints module. Users may prefer raising complaints on WhatsApp groups/calls, and may not be registered in the system.

• Complaints are most likely to be logged by users on behalf of other users (Most common use case: Supervisors raising complaints on behalf of users).

User Roles

User Role	Scope of Action	Role Description
Registrar	Create and view complaints.	Registrars can raise technical complaints on the application
Field Supervisor	Create and view complaints.	Assist the frontline teams and raise the issues communicated by them on the application
Supervisor	a. Create and view complaints. b. Resolve complaints, re-assign complaints back to the helpdesk, and reject complaints.	Monitor the overall campaign and provide assistance for the issues raised by the field teams
Helpdesk user	a. Create and view complaints. b. Resolve complaints, assign complaints, and reject complaints.	Helpdesk users are the support team established to provide assistance throughout the campaign.

After logging into the application, the complaints home screen displays the daily performance statistics - number of households registered. The progress bar resets daily at 00:00 hours and starts from 0 registrations. The action buttons available to the beneficiary include:

• Beneficiaries

• View reports

• Sync data

• Call supervisor

• Complaints