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Grievance Services

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Iwai Grievance Services

Grievances

A grievance is a system or tool used to log, track, manage, and resolve complaints or grievances raised by individuals within maritime community. This grievance module is designed to ensure transparency, accountability, and efficiency in handling issues.

Features of a Grievance Module are:

1. Grievance Submission:

  • Users can file a grievance through a form.
  • May include attachments (evidence, documents).

2. Tracking & Status Updates:

  • Tracking & Status Updates
  • Users can check the progress or status (e.g., Received -> Under Review -> Resolved).

3. Automated Workflow:

  • Routes complaints to appropriate departments or individuals.
  • Includes escalation mechanisms if not resolved in time.

4. Notifications & Alerts:

  • Sends email or SMS updates to the complainant and handlers.
  • Alerts for deadlines or escalations.

5. Reporting & Analytics:

  • Admins can view statistics (e.g., number of grievances, resolution time).
  • Useful for improving processes or identifying common issues.

6. Role-Based Access:

  • Different access levels for users, administrators, grievance officers, etc.
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