Set Up Grievance Teams

Configure grievance handling teams to manage and resolve student and staff complaints efficiently.

Time required: 10-15 minutes per team

Module: openeducat_grievance_enterprise

User role: System Administrator, Grievance Admin

Prerequisites

System Administrator or Grievance Admin role
Grievance module installed
Team member users created
Grievance categories configured

Steps

Step 1: Navigate to Grievance Teams

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

Step 2: Enter Team Information

Field	Required	Description	Example
Name	Yes	Team name	”Academic Grievance Cell”
Code	Yes	Team code	”AGC”
Email	Yes	Team email	”grievance.academic@school.edu”

Step 3: Assign Team Leader

Field	Description
Team Leader	Primary responsible person
Deputy Leader	Backup person
Supervisor	Escalation point

Step 4: Add Team Members

In the Members tab:

Click Add a line
Select team members

Member	Role	Responsibilities
Dr. Smith	Leader	Final decisions
Prof. Jones	Member	Investigation
Ms. Davis	Member	Communication
Mr. Wilson	Secretary	Documentation

Step 5: Assign Categories

Link categories this team handles:

Category	Priority
Grade Disputes	High
Faculty Behavior	Critical
Attendance Issues	Medium

Step 6: Configure SLA Settings

Set service level agreements:

Priority	Response Time	Resolution Time	Escalation
Low	48 hours	14 days	21 days
Medium	24 hours	7 days	10 days
High	8 hours	3 days	5 days
Critical	2 hours	1 day	2 days

Step 7: Set Up Notifications

Configure team notifications:

Event	Recipients	Method
New Grievance	All members	Email
Assigned	Assigned member	Email
Escalated	Team leader	Email + SMS
SLA Breach	Supervisor	Email + SMS

Step 8: Save Team Configuration

Click Save to create the grievance team.

Team Structure

Recommended Composition

Role	Count	Qualifications
Chairperson	1	Senior faculty/admin
Members	2-4	Faculty/staff
Student Rep	1	Elected student
Secretary	1	Administrative staff

Team Responsibilities

Task	Description
Receive	Accept grievance submissions
Investigate	Gather facts and evidence
Communicate	Update stakeholders
Resolve	Propose solutions
Document	Maintain records
Follow-up	Ensure satisfaction

Escalation Workflow

Level 1: Team Member
    ↓ (SLA breach or request)
Level 2: Team Leader
    ↓ (Complex case)
Level 3: Supervisor/Dean
    ↓ (Unresolved)
Level 4: Principal/Director

Field Reference

Grievance Team

Technical Field	UI Label	Type	Notes
`name`	Name	Char	Team name
`code`	Code	Char	Unique code
`email`	Email	Char	Team email
`leader_id`	Team Leader	Many2one	Primary leader
`member_ids`	Members	Many2many	Team members
`category_ids`	Categories	Many2many	Handled categories

SLA Configuration

Technical Field	UI Label	Type	Notes
`priority`	Priority	Selection	low/medium/high/critical
`response_time`	Response Time	Float	Hours
`resolution_time`	Resolution Time	Float	Days

Troubleshooting

Team not receiving grievances

Verify team is linked to appropriate categories.

SLA not triggering

Check scheduled actions are running and SLA settings are configured.

Member not seeing assigned grievances

Ensure member is added to team and has grievance access rights.