Citizen Complaint Resolution Employee User Manual

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

Customer Support Representative

1. File Complaints

2. Search/Track Complaints

3. Reopen Complaints

Grievance Routing Officer

1. Assign Complaints

2. Reassign Complaints

3. Share Complaints

4. Reject Complaints

First Mile Employee

1. Request Reassign

2. Resolve Complaints

3. Search/Track Complaints