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Complaint Management System : User Manual v1.0 Tuesday, November 25, 2014 Page 1 of 18
Complaint Management System Reliance Power
User Manual
Version 1.0
November 2014
Complaint Management System : User Manual v1.0 Tuesday, November 25, 2014 Page 2 of 18
1 Document Control:
Author Neeti Kumar, Rakesh Raushan
File Name and Path Complaint Management System User Manual
Created 24/11/2014
Last Edited 25/11/2014
Version Revision Date
Revision Description
Process Owner Reviewer/Approver
1.0 25/11/2014 Initial document Joji Joseph Anand Budholia
Target Readership
All users of CMS Application
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2 Introduction
There is a need of automating the complaint register at Reliance Power sites through a ‘Complaint Management System’ which will ensure procedural fairness in handling of the complaints.
Please use your Web Mail Log In credentials for logging in to the application.
Process Flow:
User Register a Complaint
Manager assigns the complaint to
Supervisor/ Technician
Supervisor attend/resolve the
complaint and updates the Manager
Manager update the status of the
complaint
Escalation to HOD, if problem remains
unattended
Users
Manager
Supervisor/ Technician
HOD
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3 Contents
1 Document Control
2 Introduction
3 Contents
4 Log In
5 Home Page
5.1 User Home Page
5.2 Manager Home Page
6 Registering a New Complaint
7 Viewing My Registered Complaints
8 Updating Complaint Status
9 Manager
10 Logging Out
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4 Login
a) All users with webmail login credentials can login to the system.
b) Users will be logged in using LDAP authentication. Users will use own web mail ID and password.
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5 Home Page
On signing in with Web mail credentials, Home Page of User will open.
5.1 User Home Page
User Home Page will have the following tabs
1. Home 2. New Complaints- For New Complaint Registration 3. My Complaints- To show the list of complaints registered by the user with status. 4. Log Out
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5.2 Manager Home Page
Manager Home Page will have the following tabs
1. Home 2. New Complaints- For New Complaint Registration 3. My Complaints- To show the list of complaints registered by the user with status. 4. My Actions- Option to assign the complaint to Technician/Supervisor 5. Reports- Option to view the status reports and Export the complaints list 6. Log Out
Note: Manager can complete the complaint but can’t close. Closing the complaint will be done by user only.
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6 Registering a New Complaint
A user can register a complaint for ‘self ‘or ‘others ‘.If others, it can be of colleagues or Vendors/Consultants.
Go to New Complaints tab.
Enter all details for registering the New Complaint:
Enter: 1. “Site”
Sasan Power / sasan Coal Mines
2. ”Location Type” Guest House / Township / Others If Guest House: Workstation or Cabin No is needed If Township: Room No is needed If Others: Full Address is needed.
3. “Complaint Type” – Enter appropriate value from drop down 4. “Complaint Sub Type” - Enter appropriate value from drop down 5. “Location”- Enter Location 6. “Building”- Enter Building 7. “Workstation/Cabin No.” 8. “Wing/Block” 9. “Complaint For”: Choose one of the radio buttons
a) Self b) Others
10. “Priority” 11. “Name” 12. “Phone Number” 13. “Company” 14. “Email ID” 15. “Complaint Description”
Click on SAVE Button
Note: Use RESET button to reset the entered values and start afresh.
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On clicking SAVE button, a new complaint will get registered.
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7 Viewing my registered complaints
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8 Updating Complaint Status
After the complaint has been addressed by the concerned authority, the Manager updates the status of complaint as “Completed”. Now, the User needs to enter his/her “Feedback” and close the complaint/issue by updating the status as “Closed”
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9 Manager
Manager will log in using his/her Web mail Log In credentials. Apart from “Home”, ”New Complaints”, ”My Complaints” tabs ( As in case of “User” home page in also), two new tabs will be available for a “Manager” i.e 1. “My Actions”: Used for assigning a complaint to the concerned
vendor/authorized person. 2. Reports
9.1 Assigning a complaint
9.1.1 Under “My Actions” Tab, click on “Assign” to assign the complaint.
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9.1.2 Enter “Agency”, “Name”, “Contact No.”, “Alternate Contact No.” and “Remarks”.
When “Agency” and “Name” is selected from drop down, “Contact No” automatically gets displayed. Manager can also provide an “Alternate Contact No.” Click on “Assign” button.
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9.1.3 After assigning a complaint, the status of complaint will be changed to WIP.
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9.1.4 When the complaint has been resolved by the assigned authority, Manager has to update complaint’s status from “WIP” to “Complete”.
Click on “View” and open the complaint.
9.1.5 Complaint’s status got changed to “Completed” in “My Actions” tab
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9.2 Retrieving Reports Manager can retrieve Reports Status wise also. By default, all the Reports irrespective of Status is retrieved.
The Report can be exported and saved in Excel and PDF format.
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10 Logging Out
When the activity is complete, log out of the application using “Log Out” option in the “Home Page”.
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