See grievance tracking in practice: one owner at every stage, from registration to closure.
The public form asks only for what an investigation needs. CAPTCHA and a one-time code sent to the complainant's email stop spam without making people create a login.
Online and offline complaints arrive in the same unassigned queue. A Coordinator self-assigns a case before touching it, so there is always a named owner.
The Coordinator records where the complaint came from, how urgent it is and who it concerns, with the original submission alongside for reference.
The assigned official reads the whole case, classifies its nature and proposes one of seven defined actions. Remarks must be reasoned: at least 100 characters.
Only the Chairperson can finalise what happens next, or return the case to the official for reconsideration. The proposal and the official's reasoning are shown in full, and the decision needs remarks of its own.
Officials post monthly status updates and then propose an outcome. The Chairperson records the binding final decision, the complaint is marked Resolved, and the decision sets the closure path.
Major and non-major tracks capture DA correspondence, the charge-sheet, the defence statement, IO/PO appointment and the enquiry. The Chairperson agrees or disagrees with each advice.
Once all required actions are complete, the official records the closure date and remarks of at least 100 characters. The case becomes read-only, and its action history shows who did what, and when, from the first minute.
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