Complaints

The complaints desk captures, routes and resolves member grievances within service-level targets, a consumer-protection requirement for regulated microfinance institutions.

This section covers:

• New — A quick-capture form to register a new member complaint or grievance. It records the complainant, category, channel and descriptio
• Assigned to Me — Shows the complaints currently assigned to the logged-in officer, so each handler sees only their own active caseload. It is the p
• Overdue — Lists complaints that have breached, or are about to breach, their resolution SLA. This is the escalation view supervisors monitor
• All Complaints — The complete complaints register across all members, statuses and officers. It supports trend analysis on grievance categories and