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Raise & handle a grievance

The grievance desk lets staff raise workplace complaints and lets officers work them through a clear lifecycle — acknowledge → action → resolve — with a full history kept on every case.

Raise a grievance (employee)

  1. Open HR → Grievances and click Raise a grievance (/hr/grievances/new).
  2. Pick a Category (e.g. Payroll, Harassment), write a Subject and Description.
  3. Choose options if needed:
  4. Confidential — restricts the case to the named parties + admins.
  5. Anonymous — hides your identity from everyone except admins.
  6. Click Submit. You get a ticket number (e.g. GRV-007/2081-82) and can track progress from your grievance list.

The raise-a-grievance form

Auto-routing

If your administrator has set a routing rule (e.g. Payroll → HR department), the case is assigned to the right department automatically and that team is notified — you don't have to chase anyone.

Handle a grievance (officer)

Officers see every case in the Queue (/hr/grievances/queue) with status, priority and SLA filters.

The grievance officer queue

  1. Open a case. If it's assigned to your department, click Acknowledge — this starts work and moves the case to In Progress. The case is now yours; other departments are locked out until it's handed on.
  2. Use the work area to:
  3. Log communication — record calls / follow-ups (internal notes or messages to the complainant).
  4. Assign — hand the case to another department or officer (a reason is required); they then re-acknowledge.
  5. Set priority and watch the SLA indicator (On track / Overdue / Breached).
  6. When it's fixed, choose Move to → Resolved, fill the Resolution Decision (required), and submit. The case auto-closes and locks for audit.

The complainant is kept in the loop

Acknowledging, resolving, and any message-to-complainant communication notify the complainant automatically. Once resolved, they can rate their satisfaction (1–5).

Reopen a closed case

Only an administrator can reopen a closed/resolved case (Reopen, with a reason). It returns to the operational loop and needs a fresh acknowledgement.

Track anonymously (external / no login)

For a case registered on someone's behalf, the officer can issue a one-time tracking token. The person tracks status + outcome at /grievance/track using the ticket number + token — no account needed.