Submit and Track Grievances

Submit and Track Grievances

Submit complaints, track resolution progress, and manage the grievance workflow from submission to closure.

Time: 5–10 minutes Module: OpenEduCat Grievance Enterprise Permissions: Grievance User, Grievance Manager, or Portal User

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Prerequisites

• Student, faculty, or parent account exists
• Grievance categories configured
• Grievance teams assigned to categories
• Access to grievance menu or portal

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Overview

The Grievance system provides:

• Structured complaint submission for students, faculty, and parents
• Multi-stage workflow with tracking
• Team-based assignment and resolution
• Appeal process for dissatisfied resolutions
• Portal access for real-time status tracking

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Grievance Workflow

Draft → Submitted → In Review → Action → Resolve → Close
                        ↓
                     Reject

State	Description
Draft	Initial creation, editable
Submitted	Awaiting team assignment
In Review	Under investigation
Action	Resolution being implemented
Resolve	Resolution provided
Close	Grievance completed
Reject	Grievance deemed invalid
Cancel	Withdrawn by submitter

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Steps

1. Submit via Backend (Staff)

1. Navigate to OpenEduCat → Grievances

2. Click New

3. Select Grievance By:

   • Student
   • Faculty
   • Parent

4. Complete the required fields:

Field	Action
Subject	Enter a clear, descriptive title
Category	Select the appropriate grievance category
Description	Provide detailed complaint information
Attachments	Upload supporting documents

5. For academic grievances (if category is academic):

Field	Action
Course	Select the relevant course
Batch	Select the batch
Academic Year	Select the year
Academic Term	Select the term

6. Click Save (creates in Draft state)
7. Click Submit to send for review

2. Submit via Student Portal

1. Log in to the student portal
2. Click Grievances from the home menu
3. Click Add Grievance
4. Fill in the grievance form:
   • Subject
   • Category
   • Description
   • Attachments (required)
5. Choose:
   • Save as Draft: Continue editing later
   • Submit: Send for review

3. Submit via Parent Portal

1. Log in to the parent portal
2. Select your child (if multiple students)
3. Navigate to Grievances
4. Submit grievance on behalf of the student

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Track Grievance Status

Via Portal

1. Navigate to My Grievances in the portal

2. View the status badge for each grievance:

   • Draft: Not yet submitted
   • In Progress: Under review
   • Resolved: Awaiting your feedback
   • Closed: Completed

3. Click on a grievance to view details

Via Backend

1. Navigate to OpenEduCat → Grievances
2. Use the Kanban view to see grievances grouped by state
3. Click on any grievance to view full details

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Respond to Resolution

When a grievance is resolved:

1. Open the grievance details (portal or backend)
2. Review the Action Taken section
3. Provide satisfaction feedback:
   • Click Satisfied to close the grievance
   • Click Not Satisfied to escalate

File an Appeal

If not satisfied with the resolution:

1. Click Not Satisfied
2. A new grievance is created as an appeal
3. The appeal links to the original grievance
4. Provide additional details
5. Submit for re-review

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Field Reference

Grievance Model (grievance)

Field	Technical Name	Type	Required	Description
Name	name	Char	Auto	Grievance ID (GRI0001)
Subject	subject	Char	Yes	Grievance title
Description	description	Text	Yes	Detailed complaint
Category	grievance_category_id	Many2one	Yes	Classification
Team	grievance_team_id	Many2one	Conditional	Handling team
Grievance By	grievance_for	Selection	Yes	student/faculty/parent
Student	student_id	Many2one	Conditional	If grievance_for=student
Faculty	faculty_id	Many2one	Conditional	If grievance_for=faculty
Parent	parent_id	Many2one	Conditional	If grievance_for=parent
State	state	Selection	No	Workflow state
Action Taken	action_taken	Text	No	Resolution details
Root Cause	root_cause_id	Many2one	No	Issue root cause
Is Satisfied	is_satisfied	Selection	No	yes/no feedback
Is Appeal	is_appeal	Boolean	No	Appeal flag
Parent Grievance	grievance_parent_id	Many2one	No	Original grievance

Academic Context (visible when is_academic=True)

Field	Technical Name	Type	Required
Course	course_id	Many2one	Yes
Batch	batch_id	Many2one	Yes
Academic Year	academic_year_id	Many2one	Yes
Academic Term	academic_term_id	Many2one	Yes

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Grievance Categories

Categories are hierarchical (Parent → Child):

Parent Category	Child Categories
Academic	Grading, Course Content, Faculty
Administrative	Fees, Scheduling, Documentation
Facility	Classroom, Library, Labs
Hostel	Room, Food, Maintenance

Only child categories can be assigned to grievances.

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Email Notifications

The system sends automatic emails at key stages:

Stage	Notification
Submitted → In Review	Team assignment email
In Review → Action	Action taken notification
Action → Resolve	Resolution notification
In Review → Reject	Rejection notification

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Search and Filter Options

Searchable Fields

• Subject
• Student/Faculty/Parent name

Filters

• Academic / Non-Academic
• In Review
• Closed
• Cancel
• Appeal
• In Action

Group By

• Date (created_date)

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Troubleshooting

Issue	Cause	Solution
Cannot submit grievance	Missing required fields	Complete all required fields
Category not available	Only parent categories exist	Create child categories
Team not assigned	Category has no team	Configure team for category
Cannot edit submitted grievance	Not in draft state	Cannot modify after submission
Attachments required error	No files uploaded	Upload at least one document

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Best Practices

1. Clear subject: Use descriptive titles that summarize the issue
2. Detailed description: Provide specific facts, dates, and names
3. Attach evidence: Include relevant documents, screenshots, or records
4. Select correct category: Choose the most specific applicable category
5. Track regularly: Check status updates through the portal

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Security Notes

Role	Capabilities
Grievance User	Create, view, edit own grievances
Grievance Manager	Full access, resolve, reject grievances
Portal User	Submit and track own grievances

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Related Tasks

• Process Grievances (Staff)
• Configure Grievance Categories
• Set Up Grievance Teams