PGR Employee User Manual

This section illustrates the steps for different employee user roles at the ULB level

CSR

Complaints can also be registered by ULB counter employees on behalf of the citizen.

The CSR or counter employees can perform the following actions on PGR -

File Complaints
Search or Track Complaints
Reopen Complaints

File Complaints

To file complaints on behalf of the citizen navigate to the Complaints Inbox and click on the New Complaint option. This will open the complaint form page.

Enter the Citizen Mobile Number and Citizen Name.

Select the Complaint Type and Complaint Sub Type from the drop-down list.

Enter the Pincode, City, Mohalla, and Landmark details to specify the complaint location.

Enter any Additional Details as required to provide more information about the complaint

Click on the File Complaint button.

The system displays the Complaint Registered Successfully message along with the Complaint No.

Search Complaints

Employees can search for specific complaints using the registered mobile number of citizens or by entering the last few digits of the complaint number.

Navigate to the homepage and click on the Inbox option to view the registered complaint. The employee inbox contains the list of complaints assigned to the logged-in employees for further action.

To search complaints navigate to the Complaints home page. Enter citizen Mobile No. Or, enter the last 6 digits of Complaint No.

Click on the Search button. You can also use the Filter By parameters in the left panel of the screen to narrow down your search. The available filters include Complaint SubType, Locality, and Status. The system retrieves and displays the matching records.

Reopen Complaints

To reopen the complaints navigate to Complaints > My Complaints menu option in the sidebar. Click on the closed complaint that you want to reopen. Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.

The Re-Open button will be available only for 5 days after the complaint is resolved and closed by the department employee. The number of days can vary depending on the State or ULBs. The citizen or CSR will not be able to reopen complaints once this period is over.

Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Comments section. Click on the Continue button once done.

The system displays an acknowledgement message stating the complaint is reopened. Click on the Go To Home button to navigate back to the home page.

GRO

The Grievance Routing Officer or GRO manages the complaints queue. The role ensures the complaints are routed to the appropriate employees for prompt action.

GROs can

Assign Complaints

Grievances filed by citizens are assigned to specific employees who are responsible for acting on and resolving the complaints.

To assign complaints, navigate to the Inbox and search for the complaints waiting to be assigned. Click on a complaint to open and view the complaint details.

To assign the complaint to any employee click on the Take Action button and click on Assign Complaint.

Select an LME who will attend to this complaint. Enter any additional comments or information as required. Upload any files in context to the complaint if required.

Click on the Assign button to assign the complaint.

The complaint is assigned to the selected employee.

Re-Assign Complaints

Assigned complaints can be re-assigned by the GRO depending on the situation and requirements. Or, Employees can request the GRO to reassign complaints due to various reasons.

The Complaint is re-assigned to the selected employee.

GROs can share complaints with other department users based on the requirements.

To share complaints click on the complaint you want to share.

Click on the share icon in blue on the top right corner of the screen.

Select the appropriate channel. The system will redirect you to the selected channel interface. Select the person or list of people for sharing. Click on the Send button.

The complaint is shared with the selected recipients.

Reject Complaints

In certain cases, the GRO might reject registered complaints. This usually happens when the complaint is beyond the operational scope of the department or the complaint is invalid.

To reject complaints, navigate to the Inbox and search for the complaints waiting to be assigned. Click on a complaint to open and view the complaint details.

Click on the Take Action button and then click on the Reject Complaint option in case the complaint does not look valid or relevant.

Select a reason for rejection and add additional comments if any. Upload files to support the reason for the rejection. Click on the Reject button. The complaint is rejected.

FME

First Mile Employees or FMEs are responsible for acting on citizen complaints.

FMEs can -

Request Re-Assign

FMEs work on the assigned complaints. In some cases, the FMEs may request complaints to be reassigned to some other employee.

To re-assign complaints Search for the complaint using the complaint number. Open the complaint assigned to you.

Click on the Take Action button and then click on Reassign option.

Click on the Reassign button to complete the request. Select the employee (GRO in this case) to send the complaint back in the assignment queue. Enter any Comments and upload files as evidence as required.

The complaint is redirected to the GRO Inbox for reassignment.

Resolve Complaints

Once the complaints are actioned on, the FME marks the issue as resolved. The complaint is closed subsequently.

To mark the complaint resolved, Search for the complaint using the complaint number. Or, the list of complaints assigned to the LME is available on the panel - click on the specific complaint

Click on the Take Action button and then click on Resolve. Enter any comments and upload files as evidence as required.

Click on the Resolved button to close the complaint. The complaint timeline is updated to Resolved. A notification is also sent to the citizen stating that the complaint is resolved.

The system will display an acknowledgement message. Click on the Go To Home button to navigate back to the home page.