Grievance

Introduction

Grievances are the complaints that have been formally registered by the employees/students of a university. Samarth Grievance modules help to cater and resolve all the grievances made by the employees/students of a university.

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Dashboard

It gives an overview(count) of the Number of grievances(newly reported/pending/resolved), Category wise grievance, grievance by members, levels, etc.

Settings

This section contains the configuration detail related to the Grievance Management module. Users with the role grievance_admin_staff or grievance_admin_student can access it. Below are the settings available in the Griebance module:

Grievance Category

In this field, all the categories of grievance are defined.

Add Grievance Category

Admin can add a new type of category by clicking on the “Add Grievance Category” button present on the top right side of the portal and fill in the required details:

  1. Name

  2. Category Type(Student/Employee)

  3. Status(Inactive/Active)

  4. Visible(Yes/No)

View Grievance Category

Admin can only view the details by clicking on view icon available in front of every entry.

Update Grievance Category

Admin can edit/update the details by clicking on the edit icon available in front of each entry.

Grievance Committee

In this field, all the types of committees created to resolve different types of grievances are defined.

Add Grievance Committee

Admin can add a new type of category by clicking on the “Add Grievance Committee” button present on the top right side of the portal and fill in the required details:

  1. Name

  2. Short Name

  3. Status(Inactive/Active)

View Grievance Committee

Admin can only view the details by clicking on view icon available in front of every entry.

Add Grievance Committee Members

Admin can add members to the committee by clicking on the “Add Members” button present on the top right side of the portal and fill in the required details:

  1. Chairman(select from the drop-down and can add multiple members by clicking on “+” icon)

  2. Institute Members(select from the drop-down and can add multiple members by clicking on “+” icon)

  3. Non-Institute Members details(Can add multiple members by clicking on “+” icon)

    a. Name

    b. Deartment

    c. Designation

    d. Email

    e. Mobile

  4. Effective Date(Select from the calendar)

  5. Approved On(Select from the calendar)

  6. Approved Till(Select from the calendar)

  7. Upload

Update Grievance Committee

Admin can edit/update the details by clicking on the edit icon available.

Dissolve Committee

Admin can dissolve the grievance committee by clicking on the cross icon prompting to be sure if you want to dissolve the grievance committee, after dissolution you can not work with it again. OK for dissolving the grievance committee or Cancel to cancel the operation.

Note: Once the committee is dissolved then all members associated with that committee are also dissolved.

Dissolve Members

Admin can dissolve the specific members of the particular committee by clicking on the cross icon prompting to be sure if you want to Inactive the member, after inactivate you can not activate it again. OK for Inactivate the member or Cancel for cancelling the operation.

Grievance

This section will show the list of all the grievances, furthermore, new grievances can be added from here as well.

Add Grievance

Employee/Student/grievance_admin_staff(on behalf of Employee)/grievance_admin_student(on behalf of Student) can add a new type of Grievance by clicking on the “Add Grievance” button present on the top right side of the portal and fill in the required details:

  1. Member Type(select from dropdown - for admin login only)

  2. Member(select from dropdown - for admin login only)

  3. Category(select from dropdown)

  4. Level(Routine/Mild/Severe)

  5. Priority(High/Low/Medium)

  6. Date(Select Date from Calendar)

  7. Description

  8. Proposed Solution

  9. Want to upload a document(Yes/No)

  10. Declaration

When the employee submits the grievance it goes to the grievance_admin_staff only with the status as “reported”. When the grievance_admin_staff views it , its status is changed to “pending”. When the admin performs some action its status is changed accordingly.

View Grievance

grievance_admin_staff/employee can only view the details by clicking on view icon available in front of every entry.

Update Grievance

grievance_admin_staff/employee can edit/update the details by clicking on the edit icon available before it is viewed by the grievance_admin_staff/employee.

Submit Grievance

grievance_admin_staff/employee can submit the grievance once it is added/updated for resolution by clicking on the save icon, prompting to be sure if you want to submit, after submission it can not update it again. Chose OK to perform the action and cancel to discard the operation.

Add Resolution

The only grievance_admin_staff can add resolution to the grievance by clicking on the tick icon and fill in the required details:

  1. Resolution

  2. Resolution Date

  3. Status(Resolved/Pending)

Add New Grievance Meeting

grievance_admin_staff can add and schedule a meeting to discuss the issue and its resolution with the committee members by clicking on the “Add New Grievance Meeting” button present at the top right side of the portal or by clicking on the meet icon and fill in the required details:

  1. Meeting Type(select from the drop-down)

  2. Guest details(Can add multiple members by clicking on “+” icon)

    a. Name

    b. Email

    c. Mobile

  3. Agenda

  4. Meeting Time

  5. Venue

Once the admin creates a meeting the invite goes to the members via email.

View Meeting

grievance_admin_staff role can view the details by clicking on view icon available in front of every entry.

Update Meeting

grievance_admin_staff role can edit/update the details by clicking on the edit icon available in front of every entry. Choose the meeting time and venue and clik on the Update button to save the changes.

Add Meeting Minutes

grievance_admin_staff role can add minutes of the meeting by clicking on the add icon. Add the Minutes and Uplaod the relevant document for the same and click on Add will add the details into the module.

Cancel Meeting

grievance_admin_staff role can cancel the meeting by clicking on the Cancel icon before it is conducted and giving a proper reason to do so. Fill the cancellation Reason and Clic on Update.

Print

grievance_admin_staff role can take the printout of the resolution made to a grievance by clicking on the Print icon.

Public Grievance

Create Public Grievance

Any community of people at large (whether or not organized as groups) that have a direct or indirect association with a university(employees/students) can make a grievance by clicking on the Public grievance URL available with the university and filling in the required details:-

  1. Name

  2. Contact No.

  3. Email Id

  4. Address

  5. Grievance Level(select from the drop-down)

  6. Grievance Priority(select from the drop-down)

  7. Date

  8. Description

  9. Solution

  10. Upload

  11. Declaration

Action on Public Grievance

Admin can take appropriate action on the public grievance as on the normal grievance.

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Annexure

Roles

Role NameDescription
grievance_admin_staffWith this permission, users can configure the setting, Monitor grievances related to employees.
grievance_admin_studentWith this permission, users can configure the setting, Monitor grievances related to students.
employeerole With this permission, users can add grievances.
studentWith this permission, users can add grievances.

Workflow Diagrams

Activity Diagram

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Use Case Diagram

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External Resources

📹 Module Training Video ⤤

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