1. How EO-ED Response to the Grievance Assigned by the DEO:
Step 1 : Log in with their respective EO-ED 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 EO-ED 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 EO-ED can view the Grievance ID, Grievance details, activities, comments, and attachments
Step 8 : Select -> Response
Step 9 : Write a note: After the EO-ED reviews the grievance, a resolution note will be inserted in the box.
Step 10 : Attachments: Documents can be attached here by EO-ED
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 EO-ED View the Responded Grievance:
Step 1 : Log in with their respective EO-ED 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 EO-ED can view the grievance response in detail by selecting the particular grievance. According to the grievance status, it is ‘Waiting for Grievance to be Resolved‘
3. How EO-ED Check the Resolved Grievance:
Step 1 : Log in with their respective EO-ED 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 EO-ED solution, the grievance will move from Responded to Resolved
Step 5 : Under the ‘Resolved‘ tab, EO-ED can able to view the list of resolved Grievance
Step 6 : The EO-ED 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 EO-ED Check the Overdue Grievance:
Step 1 : Log in with their respective EO-ED 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 EO-ED can view the Grievance ID, Grievance details, activities, comments, and attachments in detail
Step 7 : Click Response
Step 8 : Write a note: After the EO-ED reviews the grievance, a resolution note will be inserted in the box.
Step 9 : Attachments: Documents can be attached here by EO-ED
Step 10 : Click Submit
Step 11 : Post submission, the Grievance will be moved from ‘Overdue’ to ‘Responded’
5. How EO-ED Check the Closed Grievance:
Step 1 : Log in with their respective EO-ED 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. EO-ED 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 EO-ED can view the grievance response in detail by selecting the particular grievance.
6. How EO-ED Check the Escalated Grievance:
Step 1 : Log in with their respective EO-ED 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 EO-ED can view detailed information regarding escalated Grievance and they are able to track status of escalated Grievance like (Assigned, Responded or Resolved). but the EO-ED are unable to take any responses for the grievance
Step 6 : EO-ED can able to add the comments in the comment box and click Submit
Step 7 : The comment will get displayed in the Activities tab
7. How EO-ED Check the Reports:
Step 1 : Log in with their respective EO-ED 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 : Click Reports on the left hand menu, the EO-ED 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