Grievance Redress Mechanism#

Module: spp_grm

Overview#

The Grievance Redress Mechanism module (spp_grm) provides a centralized system for receiving, tracking, and resolving beneficiary complaints and feedback. It supports multi-channel submission, manages resolution workflows through customizable stages, and links grievances directly to individual or group registrants.

Purpose#

This module is designed to:

  • Centralize complaint management: Single system for all grievance channels

  • Track resolution progress: Stage-based workflow with SLA monitoring

  • Link to registrants: Connect complaints to existing beneficiary records

  • Support accountability: Full audit trail of ticket handling

  • Enable escalation: Automatic and manual escalation for overdue tickets

Module Dependencies#

Dependency

Purpose

base

Odoo core framework

mail

Communication and activity tracking

portal

Portal access capabilities

spp_registry

Consolidated registry management for individuals, groups,...

spp_area

Establishes direct associations between OpenSPP registran...

spp_user_roles

The OpenSPP User Roles module defines and manages distinc...

spp_security

Central security definitions for OpenSPP modules

Key Features#

Ticket Management#

Core ticket fields:

Field

Description

Number

Auto-generated unique identifier

Title

Brief description of the complaint

Description

Detailed complaint text

Contact

Linked registrant (individual or group)

Category

Primary classification

Subcategory

Secondary classification

Priority

Low, Medium, High, Very High

Severity

Low, Medium, High, Critical

Multi-Channel Intake#

Channel

Description

Email

Automatic ticket creation from incoming email

Portal

Beneficiary self-service submission

Phone

Manual entry by call center staff

In-person

Manual entry at service points

SMS

Integration with SMS gateway (optional)

Stage-Based Workflow#

Configure customizable stages:

Stage Type

Description

Open

Initial state, awaiting assignment

In Progress

Under investigation

Pending Response

Awaiting complainant input

Resolved

Solution implemented

Closed

Ticket completed

Stage features:

  • Allowed groups (who can move to this stage)

  • Requires approval flag

  • Requires decision flag (must record outcome)

  • Is closed flag (marks ticket as done)

SLA Tracking#

Feature

Description

SLA Deadline

Calculated from category/subcategory settings

SLA Status

On Track, At Risk (< 25% time left), Breached

Auto-escalation

Trigger rules when SLA is breached

Classification#

Categories and Subcategories:

Configuration

Description

Default SLA Hours

Time allowed for resolution

Default Severity

Initial severity assignment

Default Sensitivity

Data handling requirements

Default Team

Initial team assignment

Sensitivity Levels:

Level

Description

Standard

Normal handling procedures

Sensitive

Restricted access, careful handling

Highly Sensitive

Maximum privacy protection

Decision and Resolution#

Decision

Description

Upheld

Complaint valid, action taken

Partially Upheld

Some aspects valid

Rejected

Complaint not valid

Withdrawn

Complainant withdrew complaint

Redirected

Sent to appropriate authority

Referred to Case

Escalated for case management

Team Assignment#

  • Configure GRM teams with managers and members

  • Auto-assign based on category/team mapping

  • Manual reassignment by supervisors

Appeals#

Tickets can be linked as appeals:

Field

Description

Is Appeal

Flag indicating appeal status

Original Ticket

Link to the appealed ticket

Appeal Tickets

List of appeals for a ticket

Anonymous Complaints#

For complaints without registered contact:

Field

Description

Complainant Type

Beneficiary, Non-beneficiary, Staff, Anonymous, Other

Contact Name

Alternative contact name

Contact Phone

Alternative phone

Contact Email

Alternative email

Integration#

Email Integration#

Incoming emails automatically create tickets:

# Configuration via mail alias
Alias: complaints@yourdomain.org
Model: spp.grm.ticket

Replies to ticket notifications update the ticket.

Portal Access#

Beneficiaries can:

  1. Submit new complaints

  2. View their ticket status

  3. Add comments to existing tickets

  4. Receive status notifications

With Programs#

Link complaints to program participation:

  • Complaints about entitlement amounts

  • Service delivery issues

  • Enrollment problems

CEL-Based Escalation#

When spp_grm_cel module is installed:

  • Define escalation rules with CEL expressions

  • Automatic routing based on ticket attributes

  • Complex escalation workflows