Public complaints arrive across multiple social channels, often without the context or ownership a good response needs. This capability gives every grievance a controlled path: capture, classify, assign, review, respond, escalate, and close, with a named owner at each step.
A governed grievance lifecycle
Grievances are organized by source, topic, location, urgency, department, and service type. Role-based queues surface new, ageing, escalated, and resolved items, so the responsible team sees what needs action. Role-based actions limit who may assign, approve, respond, or close a case, and template responses keep communication consistent without removing the judgement sensitive issues require.
Dashboards report queue volume, response and resolution timing, repeated topics, escalation patterns, and pending ownership. Connections to approved social monitoring, CRM, helpdesk, or single-window systems are planned where interfaces exist. Final modules, platform links, retention rules, and response-time targets are agreed during discovery; this page describes the configurable capability rather than a fixed off-the-shelf product.