Configure Grievance Categories

Set up categories for student and staff grievances to organize and route complaints effectively.

Time required: 10 minutes

Module: openeducat_grievance_enterprise

User role: System Administrator, Grievance Admin

Prerequisites

System Administrator or Grievance Admin role
Grievance module installed
Grievance handling teams identified

Steps

Step 1: Navigate to Grievance Categories

Go to OpenEduCat -> Grievance -> Configuration -> Categories
Click Create

Step 2: Enter Category Information

Field	Required	Description	Example
Name	Yes	Category name	”Academic Issues”
Code	Yes	Unique code	”ACAD”
Parent Category	No	For sub-categories	-
Description	No	Category details	”Issues related to courses and grades”

Step 3: Configure Priority Defaults

Set default priority for category:

Priority Level	Response Time	Escalation
Low	7 days	After 14 days
Medium	3 days	After 7 days
High	1 day	After 3 days
Critical	Same day	After 24 hours

Step 4: Assign Handling Team

Field	Description
Default Team	Team to handle this category
Escalation Team	Team for escalated issues
Supervisor	Category supervisor

Step 5: Configure Workflow

Set category-specific workflow:

Stage	Description	SLA
New	Grievance submitted	-
Acknowledged	Receipt confirmed	1 day
In Progress	Being investigated	-
Resolved	Solution provided	Per priority
Closed	Grievance closed	-

Step 6: Add Sub-Categories

Create detailed categorization:

Create main category first
Create sub-categories with parent link

Step 7: Save Category

Click Save to create the grievance category.

Common Grievance Categories

Category	Sub-Categories	Typical Handler
Academic	Grades, Attendance, Faculty	Academic Office
Administrative	Fees, Documents, Registration	Admin Office
Facilities	Infrastructure, Equipment	Facilities Team
Harassment	Bullying, Discrimination	Student Welfare
Financial	Scholarships, Refunds	Finance Office
Hostel	Accommodation, Mess	Hostel Warden
Transport	Bus Service, Routes	Transport Office

Category Hierarchy

Grievance Categories
├── Academic Issues
│   ├── Grade Disputes
│   ├── Attendance Concerns
│   └── Faculty Behavior
├── Administrative
│   ├── Fee Problems
│   ├── Document Issues
│   └── Registration Errors
├── Facilities
│   ├── Classroom Issues
│   ├── Lab Equipment
│   └── Library Services
└── Personal
    ├── Harassment
    └── Discrimination

Field Reference

Grievance Category

Technical Field	UI Label	Type	Notes
`name`	Name	Char	Category name
`code`	Code	Char	Unique identifier
`parent_id`	Parent	Many2one	Parent category
`team_id`	Team	Many2one	Default handler
`priority`	Priority	Selection	Default priority
`description`	Description	Text	Category details

Troubleshooting

Category not appearing in grievance form

Ensure category is Active and properly saved.

Wrong team receiving grievances

Check default team assignment for the category.

Sub-categories not showing

Verify parent category is set correctly.