# GRM User Guide ## **GENERAL INFORMATION** ### ‌**System Overview** ‌The GRM System is a web application that will provide a channel for the people of Sierra Leone and beneficiaries of the projects to raise grievances, complaints, or corruption reports about the project and/or any other business and manage grievances to ensure speedy settlement of grievances. This document describes the GRM PORTAL. It covers installation and usage of the system, along with suggested configuration options. The planning, design, and of the GRM Portal is available in a separate document. ‌ ### **System requirements** ‌Being a web enabled application, any client machine equipped with internet connectivity could run the application software. ‌ ### **Getting help** ‌Send an email to ** ‌ ## **Process Flow of the Grievance Redress Mechanism** ‌Please make sure you understand the logical flow the complaints management below. The GRM System follows the process flow below ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63f6h1J7hspu1Yw%2F0.png?generation=1600201458478058\&alt=media) ‌ 1. The complainer registers the complaint from the GRM web portal 2. The complainer will get u**nique Grievance Number** \[2020/0002] on portal for tracking status of the registered grievance. if the complainer has provided an email address. an *e*mail will be send to the complainer - ***see Figure 1*** 3. ACC Staff will log in to the GRM Portal 4. ACC Staff will **review** the list of all complaints received 5. ACC will **accept/reject** grievances based on a criterion, to be developed by the ACC National Coordinator. Rejected Grievances shall transition state to REJECTED and shall not be subjected to further review. 6. Accepted Grievances will be **Classified**, using the classification taxonomy already developed 7. After classification – Partners \[Projects, Organisations] will then be able to view the complaints in their profile 8. Officers of the Partner Organization may add additional information to the grievance (Possible to re-classify) 9. The GRM officer of the Partner Organization, will then add an **Action** and **Assign a user** (Case Assignee) to investigate/resolve the grievance 10. The Case Assignee may add, progress information and Resolve the Action. 11. ACC staff will then add **Feedback** and **Close the case** ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63guEa_0vLTZ9Dv%2F1.png?generation=1600201458457808\&alt=media) Figure 1: An Example of an email that will be send to the complainer ‌ ## **How to Access the GRM** The GRM web Application can be accessed from any Internet browser with Internet access such as Internet Explorer, Google Chrome, Mozilla Firefox, and Safari. By clicking on the following link ‌**** ‌ When one clicks on the link, a screen like Figure 1 will be loaded. ### ‌**Home Screen**
Figure 2: GRM Landing/Home Page ‌ ### **User Registration** ‌Users may create accounts and submit grievances. Accounts do not come with any permissions, the System Administration, must approve your account before you can see your organizational cases. ‌ To register – follow the steps below ‌STEP 1: Click on login from the landing Page STEP 2: Select Register from the screen that follows
‌ STEP 2: Fill in this form below and select register ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63jokOvZycTmTUy%2F4.png?generation=1600201458456589\&alt=media) ‌ STEP 3: Am email will be sent to you, to confirm your registration. An example of the email is shown below ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63kb-QtfPwCo_S3%2F5.png?generation=1600201458450936\&alt=media) ‌ Click on **Verify Email address,** this will take you back to the application for you to login After Registration, the account must be given additional permissions to be able to view manage and resolve complaints in the system. ‌At this point the user can add personal cases and review what actions are being done on the cases. ‌ ***After successful registration, send an email to ACC National Coordinator to give you the required level of access*** ### **Logging on to Manage Grievances** Registered users must Log in to manage or view status of their grievances. Users may create accounts and submit grievance ‌To login in Select **‘LOGIN” from the GRM Home Page – see** Figure 3 Figure 3: Login demonstration ‌ Provide your username (email) in the form provided (Figure 4), and click on Login ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63mVbu1WLrfNhDY%2F7.png?generation=1600201458455386\&alt=media) Figure 4: Login Form ‌ ### **Logging out of the GRM** ‌You should have logged in to perform this use case 1. ‌From the top right corner, click on your name (the name of the logged in user 2. From the drop-down menu, select "Logout" ‌ See Figure below for instructions ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63n_O-hRWScHQB-%2F8.png?generation=1600201458509923\&alt=media) Figure 5: Logging Out of the Application ‌ ‌ ### **Changing Password** Existing users who have forgotten may change their passwords 1. ‌To login in Select ‘LOGIN” from the GRM Home Page – see Figure 3 2. Select “forgot your password” link (see Figure 4), this will lead you to the **Reset Password** form - see Figure 6 3. Enter your email address, and click on ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63oM1Qz9Wbc7EiQ%2F9.png?generation=1600201458393582\&alt=media) 4. The notification below will display ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63pv22VMEMaCLts%2F10.png?generation=1600201458404998\&alt=media) 5. Check you email address for further instruction. 6. From your email, click on ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63qjBPDd5MqPikw%2F11.png?generation=1600201458401753\&alt=media) 7. This will return you to the application – enter your email and new password – see Figure 7 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63r3rjMoU1q6dBV%2F12.png?generation=1600201458386250\&alt=media) Figure 6: Password Reset ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63s2ws7akHNe8nH%2F13.png?generation=1600201458477270\&alt=media) Figure 7; Password Reset ### **Logging as a Partner (Organizational User)** ‌**A Partner is any user** who belongs to an organization/program/project. Once logged in your home screen will look like Figure 8 ## **The GRM Dashboard Explained** ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63tSk3veZlybARF%2F14.png?generation=1600201458563872\&alt=media) Figure 8: Main Dashboard ‌ The screen is divided into several parts ‌***Section A***: Shows a few statistics about the state of the grievances in the system ‌ ***Section B:*** Is the **NAVIGATIONAL AREA** with links that are used for managing and resolving grievances. The **NAVIGATIONAL AREA divided into two parts. The upper parts, shows all organizational Grievances and the part starting from MY CONTENT – shows grievances the user has worked on– Eg, Grievances that were entered/classified by the user or those that have been assigned to the user** ‌***Section C:*** is the **CONTENT AREA** this will display grievances based on the menu option selected in Navigational Area ‌ ***Section D***: used for **SEARCHING** grievances. Enter text \[e.g. a grievance number] to display that grievance in the Section C ‌ ***Section E***: Are controls that are used to control what displays in the table in section C. Hover your mouse over the control and get the name of the control. See image below. ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63uO0ev-mwwr0F8%2F15.png?generation=1600201458415037\&alt=media) The options are explained below * ‌Refresh - will retrieve data from the database * Toggle - changes the display format * Show/Hide Columns - allows you to display more columns or hide columns shown in the table * Export Data - allows you to download data in several different formats ‌There are other controls, that appear on records in section C, that are shown below ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63vBzGv50xU21CI%2F16.png?generation=1600201458391339\&alt=media) The Edit Record control will be visible in some case and hidden in other case. This only means, you are not allowed to edit the record. ‌ ## Grievance Management ### Grievance Registration/lodging/Capture Grievances can be added into GRM database from the GRM home page (before logging on). *‌STEP 1*: From the GRM home page – click on the ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63w5f5-RIfqibme%2F17.png?generation=1600201458401771\&alt=media) ‌This will open the ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63xlyFnqfZO9ZeF%2F18.png?generation=1600201458400565\&alt=media) form ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63yGrq4MF5_xvfF%2F19.png?generation=1600201458471440\&alt=media) ‌ STEP 2: Complete the fields provided *– only the Summary and Description fields are MANDATORY*. ‌STEP 3: Once you have completed entering grievance information, click ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR63zrSD_OtRucwHY%2F20.png?generation=1600201458432080\&alt=media) ‌A notification will be displayed with the Grievance Number if this process is successful. An example is Figure 9 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64-gs3Bdq2fzi34%2F21.png?generation=1600201458496602\&alt=media) Figure 9: Grievance Confirmational Message ‌ Take note of the **Grievance Number**, this shall be used for status checking ### ‌Grievance Status Explained ‌The grievances status is shown in the diagram below ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR640rMB2rxgBDzuw%2F22.png?generation=1600201458484073\&alt=media) ‌ They are described in the table below | NEW | These are newly registered grievances | | ------------- | ------------------------------------------------------------------------------- | | UN-CLASSIFIED | These are new Grievances that have been accepted and not classified | | UN-ASSIGNED | Classified Grievances without an Action | | NO RESOLUTION | Classified Grievances with an Action, but no resolution | | OVERDUE | Grievances that have been in the system for over 90 days without being resolved | | PENDING | Grievances that have been resolved without feedback | | UN-SATISFIED | Grievances with UN-SATISFIED feedback | | CLOSED | Grievances with SATISFIED feedback and have been closed | | REJECTED | Grievances that were rejected | | TRASHED | Grievances that have been deleted | ‌ ### Reviewing Grievances (Accept/Reject) ‌Grievances MUST be accepted before being classified. Any user can accept their own grievances (those they have entered themselves), whereas ACC users, will be able to ACCEPT/REJECT all grievances entered into the GRM. To Accept/Reject Grievance 1 – Log in to the GRM 2 – From your dashboard – select ‘![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR641NtKh9fWusLg6%2F23.png?generation=1600201458415849\&alt=media)” from the Navigation Area. If you are logging as ACC, select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR642fSErJtL0__9j%2F24.png?generation=1600201458417261\&alt=media) from the Navigation Area. This will display all grievances in the Main Content Area. Grievance that have not yet been reviewed (accepted/rejected) are those with status ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR6435dKLoDz6Kh6O%2F25.png?generation=1600201458420387\&alt=media) and have the ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR644zleKkGoKqjaJ%2F26.png?generation=1600201458432664\&alt=media) button next to them 3 - Select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR645TxGO1-TmBiGY%2F27.png?generation=1600201458419784\&alt=media) to accept/reject. This will present window in Figure 11 ‌ ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR646ONAiRHzRw2YA%2F28.png?generation=1600201458516345\&alt=media) Figure 10: Steps for Grievance Review ‌ ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR6478Lv9noX24eKa%2F29.png?generation=1600201458490159\&alt=media) Figure 11: Reviewing a Grievance ‌ From Figure 11 Make selections following steps 1 -4 above. ‌4- Select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR6481hcYe8hKZB5J%2F30.png?generation=1600201458420048\&alt=media) to complete the process. **Once a case has been ACCEPTED, it will transition to “UN-CLASSIFIED CASES”** **The owner of the Grievance will also receive an email about the decision of the review process – An example of the the email is shown below** ‌ ### Classifying cases ‌Once the grievance has been accepted, then it can be classified. All cases recorded by ACC will not be visible by other users unless they have been classified. This also applied to grievances registered by logged in users. Before classification organizations will not be able to see these cases, unless the organization users, entered the cases themselves. ‌ ACC staff will classify the grievance based on the issue raised. The classification may be according to a law, an Act, an Implementation Manual, etc. For example, the grievance may be categorized as Corruption Related (Abuse of Office, soliciting a bribe, etc.,), Non-Corruption Related or Administrative (e.g., Late Payments). Such issues need follow-up to establish more facts about the issue presented and perhaps try to resolve grievance if it is administrative or comprehend the suspect if its corruption related. To proceed from this point onwards, a classification is created, and to each grievance, and assigned to an entity for follow up and resolution. ‌ **Follow the steps below to classify a grievance.** ‌Complete Steps 1 – 3 in Figure 12 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR649jj0bH7oDy1Kq%2F31.png?generation=1600201458533870\&alt=media) Figure 12: To Classify a Grievance ‌ After Step 3, you will get the screen in Figure 13 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64Abii2jkmBLcPt%2F32.png?generation=1600201458573034\&alt=media) Figure 13: Grievance Classification 5 – Follow Steps 1 – 2 and Select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64B9ndb8AwIIVVZ%2F33.png?generation=1600201458436548\&alt=media) ‌and you will get the screen in Figure 14 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64Ci93fh_JilPi_%2F34.png?generation=1600201458503078\&alt=media) Figure 14: Classification Pop-up ‌ Make the required selections and ordering shown in Figure 14 6 - Click ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64D5Zhrt9H8Tux3%2F35.png?generation=1600201458442941\&alt=media) to complete the classification ‌ ### Assigning Cases to Users for Actioning ‌Actions specify the activities needed to be done to resolve a case. Actions may be referred to tasks or sub-tasks. A sub-task can be created for a grievance to either split the Grievance into smaller chunks, or to allow various aspects of an Grievance to be assigned to different people. If you find a task is holding up the resolution of a Grievance, you can convert the sub-task to an Grievance, to allow it to be worked on independently. ‌ You can create actions using the procedure below: Grievances without Actions – will be found under ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64E4m7qkqNYIDMc%2F36.png?generation=1600201458510097\&alt=media) tab – on the grievance’s menu. Classified grievances with-out actions will have a status ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64FQ-r69zcapmAv%2F37.png?generation=1600201458441389\&alt=media) - see Figure 15 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64G4wJvTdGv0wgc%2F38.png?generation=1600201458574310\&alt=media) Figure 15: Grievances without Actions *To add actions to a grievance, begin by locating it. – You can use the Grievance Number to quickly search (**see the searching – use case**) and find the grievance, or you may list all UN-ASSIGNED grievances and scroll through to find the grievance for actioning.* 1 - Follow steps 1 – 3 to add an Action to a classified grievance. This will take you to screen Figure 16 2- Select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64HVnYnhaPEzEKb%2F39.png?generation=1600201458428521\&alt=media) to add an action ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64I2ygyCQ65lMl_%2F40.png?generation=1600201458519456\&alt=media) Figure 16: Add Action ‌3 - After clicking ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64JIos6eNF1NALt%2F41.png?generation=1600201458426979\&alt=media) the following Window in Figure 17 will pop-up, make the required entries 1- 4 and select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64Kre0GSIG2BpQg%2F42.png?generation=1600201458431941\&alt=media) ‌ ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64LQVx1gHDVCwkP%2F43.png?generation=1600201458507182\&alt=media) Figure 17: Add Action Window The Referred officer will receive an email (see Figure 18), alerting him/her of the grievance that has been assigned to him/her. Below is an example of the email ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64MVtVt6FYtcrr6%2F44.png?generation=1600201458493793\&alt=media) Figure 18: Actioning Email ‌ ### ACTION RESOLVING ‌ After grievance has been investigated and completed, a Resolution may be opened on an Action. The resolution indicates the entity assigned the action, has completed investigation. The resolution may have the following status: SOLVED, NOT SOLVED, ESCALATED. The resolution should describe the solution to the problem, preferably in as much detail as possible, so that it may act as source of information should the same grievance be raised by another individual. ‌Follow the 1 – 3 as shown in Figure 19 to add a resolution. ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64NzxYqSQcoiTfb%2F45.png?generation=1600201458524019\&alt=media) Figure 19: Grievances without Resolutions ‌This will take you to – all actions that were added on to that grievance, for example the grievance selected in this example has 4 actions – see Figure 20 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64O5h-p_RhWqpU-%2F46.png?generation=1600201458504117\&alt=media) Figure 20: Actions on a Grievance To resolve any of the action, simply click on the **Action Summary** and that will present the screen as shown in Figure 21– from which you select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64PGwxn4QiUfjvz%2F47.png?generation=1600201458432305\&alt=media)to add a resolution. ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64QZUVQMFprLf63%2F48.png?generation=1600201458511056\&alt=media) Figure 21: Adding an Action ‌ After selecting ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64RD7Sz2eqYwyrO%2F49.png?generation=1600201458434089\&alt=media)you will be presented with the screen in Figure 22 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64SbZE9FO08gK32%2F50.png?generation=1600201458497049\&alt=media) Figure 22: Add Resolution Pop-up ‌ Complete the form above and select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64TkDAZaYq3SqF2%2F51.png?generation=1600201458448740\&alt=media)to resolve the case ‌ ### Feedback ‌This communication to potential users; provision of information to complainants about results of investigations and action taken. This is the last step of the grievance resolution process. This is done by ACC staff. ‌ *To add feedback to a grievance, begin by locating it. – You can use the Grievance Number to quickly search (**see the searching – use case**) and find the grievance* Alternatively, follow the steps 1 – 2 in Figure 24 to find resolved grievances without feedback. ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64U3R-36H7UyhuO%2F52.png?generation=1600201458519843\&alt=media) Figure 23: Listing Grievances without Feedback Follow the steps 1 – 2 in Figure 24 to add Feedback to a resolved grievance Select the grievance – Step 3 in Figure 23, This will lead you to Figure 24, select the ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64VCFXoNxvw2Ej8%2F53.png?generation=1600201458428816\&alt=media) and select ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64WNlrj0jNYuA1q%2F54.png?generation=1600201458443808\&alt=media) ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64XS1kKMmMDHPHn%2F55.png?generation=1600201458540694\&alt=media) Figure 24: Feedback ‌ After selecting ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64YkW3c155vdMek%2F56.png?generation=1600201458455733\&alt=media)the feedback pop-up will show, as shown in Figure 25 ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64ZQQiYJgNd7pQQ%2F57.png?generation=1600201458512776\&alt=media) Figure 25; Feedback Settings ‌ Enter all the options – following steps 1 – 5 as show above Select submit to save the feedback **Please note, that if the Satisfaction is Satisfied – the grievance will be closed – and not further edits will be allowed** ‌ **Filter/List Grievances** ‌ This option allows you to list grievances using a specific criterion. Follow the guide in the image below. ![](https://1903491911-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2Facc-grm%2F-MHIQPVbnDBlO83n5BXb%2F-MHIR64_sr6yigvy7gws%2F58.png?generation=1600201458528969\&alt=media) Figure 26: Filter Grievances ‌