Overdue

Lists complaints that have breached, or are about to breach, their resolution SLA. This is the escalation view supervisors monitor to ensure no member grievance is left unattended, protecting both the member and the institution's conduct record.

Workflow

Open Complaints then Overdue
Review cases past their resolution deadline
Reassign or escalate stalled cases to a senior officer
Contact the affected member with an update
Drive each overdue case to closure and note the delay reason

Fields reference

Every field on this screen, drawn from the live data model.

Field	Type	Required	Description
Subject `name`	Text	Yes	Subject
Member `member_id`	Link → mfi.member	Yes	Member
Category `category`	Choice: Service Quality, Fees / Charges, Account Issue, Loan Issue, Staff Conduct, Discrimination, Fraud / Suspicious Activity, Other	Yes	Category
Severity `severity`	Choice: Low, Medium, High, Critical	Yes	Severity
Description `description`	Rich text	Yes	Description
Reported On `reported_date`	Date & time	Yes	Reported On
Reported By `reported_by`	Choice: Member (Self), Branch Officer, Call Centre, Social Media, Regulator Referral	Yes	Reported By
Status `state`	Choice: New, Assigned, Investigating, Resolved, Escalated, Closed, Reopened	Yes	Status
Has Message `has_message`	Yes/No	—	Has Message
Reference `reference`	Text	—	Reference
Member No `member_no`	Text	—	Member No
Branch `branch_id`	Link → mfi.branch	—	Branch
Company `company_id`	Link → res.company	—	Company
Supporting Documents `attachment_ids`	Tags	—	Supporting Documents
Contact Channel `contact_channel`	Choice: In Person, Phone, Email, SMS, WhatsApp, Social Media, Member Portal, Letter	—	Contact Channel
Assigned To `assigned_to_id`	Link → res.users	—	Assigned To
Assigned On `assigned_date`	Date & time	—	Assigned On
Resolution `resolution`	Long text	—	Resolution
Resolved On `resolved_date`	Date & time	—	Resolved On
Resolved By `resolved_by_id`	Link → res.users	—	Resolved By
Closed On `closed_date`	Date & time	—	Closed On
SLA Due `sla_due_date`	Date & time	—	SLA Due
SLA (hours) `sla_hours`	Number	—	SLA (hours)
Overdue `overdue`	Yes/No	—	Overdue
SLA Breach Notified `breached_notified`	Yes/No	—	SLA Breach Notified
Satisfaction `satisfaction_rating`	Choice: 1 - Very Dissatisfied, 2 - Dissatisfied, 3 - Neutral, 4 - Satisfied, 5 - Very Satisfied	—	Satisfaction
Satisfaction Comment `satisfaction_comment`	Long text	—	Satisfaction Comment
Rating Submitted `satisfaction_date`	Date & time	—	Rating Submitted
Escalated to Regulator `escalation_to_regulator`	Yes/No	—	Escalated to Regulator
Regulator `regulator_body`	Choice: Central Bank of Kenya (CBK), SASRA, Financial Reporting Centre (FRC), Other	—	Regulator
Regulator Reference `regulator_ref`	Text	—	Regulator Reference
Escalation Date `regulator_date`	Date & time	—	Escalation Date

Actions & buttons

Buttons available on this screen and what they do:

Assign to Me
Start Investigating
Mark Resolved
Close
Escalate to Regulator
Reopen

Status lifecycle

Records on this screen move through these statuses:

New → Assigned → Investigating → Resolved → Escalated → Closed → Reopened

Notes & rules

Model mfi.member.complaint filtered to overdue SLA
Escalation / supervisor monitoring view
Highlights conduct and SLA-breach risk
Pairs with Assigned to Me for handler workload

Technical model: mfi.member.complaint · Record: Member Complaint / Grievance