- How DEO Assign the New Grievance:
Step 1 : Log in with their respective DEO username and password and click Login
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 : Under the ‘New‘ tab, you will see any new Grievance raised by the public
Step 6 : Selecting the grievance will redirect to the grievance details page
Step 7 : View all the details about a grievance, including the Grievance ID, Grievance details, the sender, the nature of the complaint, and the date it was created.
Step 8 : Activities: The activities tab depicts the sequence of activities that occur in a process.
Step 9 : Comments: Using this tab, DEO can leave comments about the grievance
Step 10 : Attachments: The DEO can view the attachment file raised by the public
Step 11 : Once the DEO review the Grievance Select Take Action
Step 12 : Select Assign-> In the event that the DEO is unable to resolve the grievance of their own accord, they will assign the grievance to the BTL or EO-ED
Step 13 : The DEO will select the category, component, and type details for the grievance
Step 14 : Level of Grievance : Depending on the grievance, the DEO will select the level of the grievance
Step 15 : Assign to -> Grievance will be assigned to their respective BTLs
Step 16 : Set Timeline -> The DEO will fix the SLA period based on the complaint
Step 17 : Click Assign -> The grievance will be assigned to the respective BTL, and the Grievance will be moved from the New to the Assigned tab
- How DEO Resolve the Grievance:
Step 1 : Log in with their respective DEO username and password and click Login
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 : Under the ‘New‘ tab, you will see any new Grievance raised by the public
Step 6 : Selecting the grievance will redirect to the grievance details page
Step 7 : View all the details about a grievance, including the Grievance ID, Grievance details, the sender, the nature of the complaint, and the date it was created.
Step 8 : Activities: The activities tab depicts the sequence of activities that occur in a process.
Step 9 : Comments: Using this tab, DEO can leave comments about the grievance
Step 10 : Attachments: The DEO can view the attachment file raised by the public
Step 11 : Select Resolve-> If DEO can resolve issues after reviewing the grievance details, select Resolve
Step 12 : The DEO will select the category, component, and type details for the grievance
Step 13 : Level of Grievance : Depending on the grievance, the DEO will select the level of the grievance
Step 14 : Write a note: A resolution note will be inserted into the box.
Step 15 : Resolution Type :
- Genuine Resolved : Is grievance raised genuine, and it warrants a resolution in favour of the public.
- Genuine not Resolved – Is grievance raised genuine, but the resolution is not in favour of the public.
- Not Genuine – Fake or irrelevant complaints.
Step 16 : Attachments:Documents can be attached here by DEO
Step 17 : Enter-> Confirm Resolution
Step 18 : The Grievance will get moved from the ‘New‘ to the ‘Resolved‘ tab
3. How DEO View & Edit the Assigned Grievance:
Step 1 : Log in with their respective DEO 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 : Under the ‘Assigned‘ tab, DEO can able to view the list of Grievance assigned to the BTL
Step 6 : Selecting the grievance will redirect to the grievance details page
Step 7 : DEO can able to change the category, component, type, Level of Grievance and Assign to by using Edit option
Step 8 : When the changes have been made, enter the save changes option and the changes will be automatically updated
Step 9 : Once the changes done, the user will receive the popup message ‘Grievance Updated Successfully’
4. How DEO Accept the BTL Response :
Step 1 : Log in with their respective DEO username and password and click Login
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 the ‘Responded‘ tab, DEO can able to view the response received from the BTL
Step 5 : Open the grievance-> Select Take Action
Step 6 : Once the DEO agrees with the final solution provided by BTL, the DEO will select -> Accept
Step 7 : Resolution: After reviewing the final solution from BTL, the DEO will input the final message of the resolution tab.
Step 8 : Resolution Type :
- Genuine Resolved : Is grievance raised genuine, and it warrants a resolution in favour of the public.
- Genuine not Resolved – Is grievance raised genuine, but the resolution is not in favour of the public.
- Not Genuine – Fake or irrelevant complaints.
Step 9 : Attachments:Documents can be attached here by DEO
Step 10 : Review the resolution summary, resolution type, and attachment document details
Step 11 : Submit-> Confirm Resolution
Step 12 : The grievance will be moved from Responded to Resolved since the resolution has been submitted.
5. How DEO Reject the BTL Response :
Step 1 : Log in with their respective DEO username and password and click Login
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 the ‘Responded‘ tab, DEO can able to view the response received from the BTL
Step 5 : Open the grievance-> Select Take Action
Step 6 : The DEO will then click Reject if they are not satisfied with the resolution presented by the BTL
Step 7 : Reason for Rejection: DEO will enter the rejection reason in the box. (Based on the DEO’s comments, the BTL will recheck the grievance and forward it to DEO)
Step 8 : Enter Next->
Step 9 : Review the rejection summary and Submit-> Reject
- The grievance is moved from the Responded page to the Assigned page after we click the Reject button.
6. How DEO View the Resolved Grievance:
Step 1 : Log in with their respective DEO username and password and click Login
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 : Under the ‘Resolved‘ tab, DEO can able to view the list of resolved Grievance
Step 6 : Click the Grievance the page will get redirected to the Grievance detail page
Step 7 : The DEO can view the resolved grievance in detail by selecting the particular grievance.
7. How DEO Check the Overdue Grievance:
Step 1 : Log in with their respective DEO username and password and click Login
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 : When assigned a Grievance, BTL has not responded to the Grievance, within the assigned SLA time period.
8. How DEO Check the Closed Grievance:
Step 1 : Log in with their respective DEO username and password and click Login
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. DEO can able to list of Grievance that has been closed by the public
Step 4 : The public user will close the ticket if they are satisfied with the resolution
9. How DEO Check the Reports:
Step 1 : Log in with their respective DEO username and password and click Login
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 : Click Reports on the left hand menu, the DEO can able to view the list of Grievance count in detail
Step 5 : Click ‘Download as Xls’ to download the report in Excel
Step 6 : Click ‘Download as PDF’ to download the report in PDF
10. How DEO Check the Escalated Grievance:
Step 1 : Log in with their respective DEO username and password and click Login
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 ‘Escalated’ tab
Step 5 : Click on the ‘Escalated‘ tab -> Public users are able to escalate their Grievance to the SPMU if they are not satisfied with the resolution provided by the DEO.
Step 6 : A DEO can view detailed information regarding escalated Grievance
Step 7 : The DEO cannot take action until the grievance has been assigned and the grievance status is ‘Waiting for Escalated Grievance to be assigned’
Step 8 : DEO can able to add the comments in the comment box and click Submit
Step 9 : The comment will get displayed in the activities tab
11. How DEO Response the Escalated Grievance Assigned by the SPMU:
Step 1 : Log in with their respective DEO username and password and click Login
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 Escalated tab
Step 5 : Select Assigned -> After reviewing the grievance detail, if the SPMU need any clarification, the escalated grievance will be assigned to the respective DEO
Step 6 : After selecting a Grievance, the DEO can view the Grievance ID, Previous Resolution details, Escalated Grievance details,activities, comments, and attachments in the page
Step 7 : Click Response
Step 8 : Write a note: After the DEO reviews the grievance, a resolution note will be inserted in the box.
Step 9 : Attachments: Documents can be attached here by DEO
Step 10 : Click Submit
Step 11 : The resolution is sent to the SPMU and the status of the Grievance is moved from Assigned to Responded.
12. How DEO View the Responded Grievance (Escalated):
Step 1 : Log in with their respective DEO username and password and click Login
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 Escalated tab
Step 5 : When you click on the Responded tab, a list of grievance details will appear.
Step 6 : The DEO can view the grievance response in detail by selecting the particular grievance.According to the grievance status, it is ‘Waiting for an escalated grievance to be resolved‘
13. How DEO View the Resolved Grievance (Escalated):
Step 1 : Log in with their respective DEO username and password and click Login
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 Escalated tab
Step 5 : When you click on the Resolved tab, a list of grievance escalated resolved Grievance details will appear.
Step 6 : The DEO can view the resolved grievance in detail by selecting the particular grievance.According to the grievance status, it is ‘Waiting for Public to Acknowledge‘
14. How DEO View the Offline Grievance (Escalated):
Step 1 : Log in with their respective DEO username and password and click Login
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 Escalated tab
Step 5 : If the SPMU decided to handle the Grievance in Offline, The list of Grievance will be displayed under Offline tab
Step 6 : Select the Grievance to view the offline Grievance in detail