Grievance Management

Resolve constituent issues quickly through the integrated grievance lifecycle.

View Grievances

• Access Grievances → All Tickets to see open, pending, and resolved cases.
• Filter by priority, category, ward, or assigned agent.
• Click a ticket to view contact history, attachments, and SLA countdown.

Respond to Grievances

1. Open a ticket and review the conversation timeline.
2. Reply via preferred channel (WhatsApp, SMS, Email).
3. Add internal notes or tag subject-matter experts.
4. Update status (acknowledged, in-progress, awaiting voter, resolved).

Automations can notify voters on status changes using approved templates.

Resolve Grievances

• Once the issue is addressed, mark as Resolved and document the resolution summary.
• Capture feedback score if the voter responds to closure message.
• Export resolution reports for compliance audits or legislative feedback.