Grievance redress

This guide is for implementers configuring the Grievance Redress Mechanism (GRM) for managing beneficiary complaints, feedback, and service requests.

Prerequisites

Important

The spp_grm module must be installed. See Module installation for module installation instructions.

What you'll find here

• Grievance redress overview - GRM concepts, ticket stages, categories, and submission channels

• SLA rules - Service level agreements, response times, and escalation triggers

• GRM teams and tags - Team setup, tag taxonomy, and assignment routing

Quick start

1. Navigate to Helpdesk > Configuration

2. Create Ticket Categories for complaint types (e.g., "Payment issue", "Enrollment dispute")

3. Define Ticket Stages for the resolution workflow (e.g., New → In Progress → Resolved → Closed)

4. Set up GRM Teams and assign members

5. Configure SLA Rules for response and resolution time targets