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Managing Grievances

This guide explains how administrators manage grievances in the Netasampark system.

Dashboard Overview​

The grievance management dashboard provides:

  • Total Grievances: Count by status
  • SLA Compliance: Percentage of on-time resolutions
  • Category Distribution: Breakdown by category
  • Priority Queue: High-priority items
  • Recent Activity: Latest updates

Grievance Statuses​

Submitted​

  • New grievance received
  • Awaiting assignment
  • Default status on creation

In Progress​

  • Assigned to department/officer
  • Work has begun
  • Regular updates expected

Resolved​

  • Issue resolved
  • Awaiting citizen confirmation
  • Can be reopened if not satisfied

Closed​

  • Citizen confirmed resolution
  • Case closed
  • Cannot be reopened

Rejected​

  • Invalid or duplicate grievance
  • Requires justification
  • Citizen can appeal

Assignment Workflow​

Automatic Assignment​

  1. System analyzes category
  2. Routes to appropriate department
  3. Assigns based on workload
  4. Sends notification

Manual Assignment​

  1. Open grievance details
  2. Click "Assign"
  3. Select department/officer
  4. Set priority
  5. Add notes
  6. Confirm assignment

Priority Levels​

Urgent​

  • Critical infrastructure issues
  • Safety concerns
  • SLA: 24 hours
  • Auto-escalation enabled

High​

  • Important issues
  • Multiple complaints
  • SLA: 3 days
  • Regular monitoring

Normal​

  • Standard issues
  • Default priority
  • SLA: 7 days
  • Standard workflow

Low​

  • Minor issues
  • Non-critical
  • SLA: 14 days
  • Flexible timeline

Updating Grievances​

Add Comment​

curl -X POST https://api.netasampark.com/api/grievances/{id}/comments \
  -H "Authorization: Bearer {token}" \
  -H "Content-Type: application/json" \
  -d '{
    "comment": "Inspected site, work order created",
    "internal": false
  }'

Update Status​

curl -X PATCH https://api.netasampark.com/api/grievances/{id} \
  -H "Authorization: Bearer {token}" \
  -H "Content-Type: application/json" \
  -d '{
    "status": "in_progress",
    "assigned_to": "dept-123"
  }'

Upload Evidence​

curl -X POST https://api.netasampark.com/api/grievances/{id}/attachments \
  -H "Authorization: Bearer {token}" \
  -F "file=@before.jpg" \
  -F "file=@after.jpg"

Escalation Management​

Auto-Escalation Rules​

  • Urgent: Escalate after 12 hours if no update
  • High: Escalate after 48 hours if no update
  • Normal: Escalate after 5 days if no update
  • Low: Escalate after 10 days if no update

Manual Escalation​

  1. Open grievance
  2. Click "Escalate"
  3. Select reason
  4. Choose escalation level
  5. Add notes
  6. Confirm

Bulk Operations​

Bulk Assignment​

  1. Select multiple grievances
  2. Click "Bulk Actions"
  3. Choose "Assign"
  4. Select department/officer
  5. Confirm

Bulk Status Update​

  1. Select grievances
  2. Click "Bulk Actions"
  3. Choose "Update Status"
  4. Select new status
  5. Add comment (optional)
  6. Confirm

Available Filters​

  • Status
  • Category
  • Priority
  • Department
  • Date range
  • Location
  • Assigned to

Search Options​

  • Grievance ID
  • Subject
  • Description
  • Citizen contact
  • Tags

Reports​

Daily Reports​

  • New submissions
  • Resolved count
  • SLA compliance
  • Category breakdown

Weekly Reports​

  • Trend analysis
  • Department performance
  • Resolution time
  • Citizen satisfaction

Custom Reports​

  • Date range selection
  • Multiple filters
  • Export options
  • Scheduled reports

API Endpoints​

List Grievances​

GET /api/grievances?status=submitted&category=infrastructure&page=1

Get Grievance Details​

GET /api/grievances/{id}

Update Grievance​

PATCH /api/grievances/{id}

Add Comment​

POST /api/grievances/{id}/comments

Upload Attachment​

POST /api/grievances/{id}/attachments

Next Steps​