SWM · User guide

Complaint categories

The kinds of complaints citizens can raise, each with a priority, a deadline and the evidence needed to close.

Configuration → Complaints. Add at least one category so citizens can raise complaints.

Complaint categories with priority, deadline and the evidence needed to close.

For each category (Add category):

  • Name in each language, as citizens will read it.
  • Priority: low, normal, high or urgent.
  • Deadline in hours: from submission; 24 is one day.
  • Evidence to close: nothing, a photo, a note, or both. A resolved complaint closes only when this is added.

Escalation: overdue complaints first go to the GP Officers, then, after this many more hours, to the BDO and Block Admin.