1. How BTL Response to the Grievance Assigned by the DEO:
Step 1 : Log in with their respective BTL username and password
Step 2 : After logging in to the TNRTP staff portal, select the module name
Step 3 : After selecting the module, the user will be redirected to the respective home page
Step 4 : Choose the All Grievance -> Open and Escalated icons on the left-hand side. Select the Open tab
Step 5 : Using the Assigned section, the BTL can view a list of Grievance assigned by the DEO
Step 6 :Selecting the grievance will redirect to the grievance details page
Step 7 : After selecting a Grievance, the BTL can view the Grievance ID, Grievance details, activities, comments, and attachments
Step 8 : Select -> Response
Step 9 : Write a note: After the BTL reviews the grievance, a resolution note will be inserted in the box.
Step 10 : Attachments: Documents can be attached here by BTL
Step 11 : Click Submit
Step 12 : Enter Confirm -> The resolution is sent to the DEO and the status of the Grievance is moved from Assigned to Responded.
2. How BTL View the Responded Grievance:
Step 1 : Log in with their respective BTL username and password
Step 2 : After logging in to the TNRTP staff portal, select the module name
Step 3 : After selecting the module, the user will be redirected to the respective home page
Step 4 : Choose the All Grievance -> Open and Escalated icons on the left-hand side. Select the Open tab
Step 5 : When you click on the Responded tab, a list of grievance details will appear.
Step 6 : The BTL can view the grievance response in detail by selecting the particular grievance.According to the grievance status, it is ‘Waiting for DEO Approval‘
3. How BTL Check the Resolved Grievance:
Step 1 : Log in with their respective BTL username and password
Step 2 : After logging in to the TNRTP staff portal, select the module name
Step 3 : After selecting the module, the user will be redirected to the respective home page
Step 4 : When the DEO accepts the BTL solution, the grievance will move from Responded to Resolved
Step 5 : Under the ‘Resolved‘ tab, BTL can able to view the list of resolved Grievance
Step 6 : The BTL can view the grievance response in detail by selecting the particular grievance.According to the grievance status, it is ‘Waiting for Public to Acknowledge’
4. How BTL Check the Overdue Grievance:
Step 1 : Log in with their respective BTL username and password
Step 2 : After logging in to the TNRTP staff portal, select the module name
Step 3 : After selecting the module, the user will be redirected to the respective home page
Step 4 : Under ‘Overdue’ the list of overdue Grievance will be displayed
Step 5 : If we fail to respond to complaints assigned by the DEO within the assigned SLA timeframe
Step 6 : After selecting a Grievance, the BTL can view the Grievance ID, Grievance details, activities, comments, and attachments in detail
Step 7 : Click Response
Step 8 : Write a note: After the BTL reviews the grievance, a resolution note will be inserted in the box.
Step 9 : Attachments: Documents can be attached here by BTL
Step 10 : Click Submit
Step 11 : Post submission, the Grievance will be moved from ‘Overdue’ to ‘Responded’
5. How BTL Check the Closed Grievance:
Step 1 : Log in with their respective BTL username and password
Step 2 : After logging in to the TNRTP staff portal, select the module name
Step 3 : After selecting the module, the user will be redirected to the respective home page
Step 4 : Choose the Closed Grievance icons on the left-hand side. BTL can able to list of Grievance that has been closed by the public
Step 5 : The public user will close the ticket if they are satisfied with the resolution.
- The BTL can view the grievance response in detail by selecting the particular grievance.
6. How BTL Check the Escalated Grievance:
Step 1 : Log in with their respective BTL username and password
Step 2 : After logging in to the TNRTP staff portal, select the module name
Step 3 : After selecting the module, the user will be redirected to the respective home page Choose the All Grievance -> Open and Escalated icons on the left-hand side. Select the Escalated tab
Step 4 : Click on the ‘Escalated‘ tab -> Public users are able to escalate their Grievance to the SPMU if they are not satisfied with the resolution.
Step 5 : A BTL can view detailed information regarding escalated Grievance and the status of escalated grievance, but the BTL are unable to take any responses for the grievance
Step 6 : BTL can able to add the comments in the comment box and click Submit
Step 7 : The comment will get displayed in the Activities tab