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Online Complaints Tracking System
User Help Manual (For Employees)
Flow of the Presentation
Background
Objective and Benefits
Scope of the System
Eligibility & Login path
Process Flow
System Flow Employee Role
Background
Currently the employees, residing in company provided
quarters, have to lodge the Housing, Construction and
E&E related complaints, manually
There is no way of tracking the real time status of
complaints
Manual process can sometimes lead to errors
Objectives & Benefits
The System has been designed to cater to Quarter complaints related to: Construction
E&E
Housing
Provide Real time status update of complaints
Avoids incorrect deductions
Generates estimation & Actual bills
Automatic Service Tax & VAT deduction and linkage to BaaN
Provide ready reports/queries for various analytics
Scope of the system
All Live employees staying in company
quarters
G&B and GITL
Categories: MT, US, WK
Email id / Employees with no email id
Path - Godrej Connect Employee Welfare
Residential Colonies Useful Links Housing
Complaints Resolution System
Process Flow Employees can lodge complaints online
Or Department Users can lodge complaints on behalf
of the employees (Phone/Intranet/ Email)
Department User can Accept/Reject/Forward the complaint
Resource Allocation is done and Estimate (Including Service Tax + VAT) is generated and sent
through email / print
Actual quantity of resources and unanticipated resources are added
Complaint gets resolved and Feedback form filled
Complaint is closed and Actual bill (Incl Service Tax + VAT) is generated. Actual Bill can also be sent
through email / print
Actual Bill amount is deducted from employee’s salary and Service Tax + VAT amount is sent to BaaN
Yes
No Employee is OK
with the Estimate
and Repairs Done?
Department User Enters Remark & Closes the complaint
System Flow
Options available for Employees
Lodging complaints
Tracking the status of their complaints
Giving feedback
Checking deductions made from their salaries
Employee logs into the system
Employee can view the status of the pending /
temporarily saved complaints on the Home Page
• Pending Complaints - Complaints that have been submitted by the employee but not yet
resolved. Here the employees can see real time status of their complaints
• TempSaved Complaints - Complaints that have not been submitted by the employee
• Complaint Tariff Card - Tariff card to give the complainant an indication of how much the
complaint resolution might cost him/her
• Frequently Asked Questions
The various Status description are shown at the end of the
presentation
Employee can Lodge Complaints
Path: Complaints Lodge Complaints
Employee has to enter the following details
Complaint Addressed To – Drop Down
Complaint Category – Drop Down
Complaint Type - Drop Down
Complaint Description
Employee should mention the date and time for service visit
Employee should mention the correct Mobile number
Employee can then submit the complaint
On submission the Complaint No. gets generated
Explanation of the Complaint No:
77312 -Salary Code of the complainant
001 -Count of total complaints of the above salary code
08/2013 -Month and the year
Employees can view the complaint details Path: Reports Queries
Respective Depts. will then take action on the complaints
Status of the complaint can be seen on the Home page
In case of acceptance, rejection or forwarding, appropriate mails are
sent to the employees
Estimate of the complaint is sent via email/hard copy
Employee may choose not go ahead with the service
In case the employee accepts the estimate, services will be
rendered and complaint will be closed
Any unanticipated resources / items may be added in the actual bill
and sent to the employee
The actual amount will be deducted from the employee’s salary
In case there are certain services cost of which is to be borne by the
company, such amounts will not be deducted from the employee’s
salary
Various Complaint Status
Description Remarks
Complaint closed & unresolved Complaint closed without being resolved
Accept Accept the complaint
Reject Reject the complaint
Forward Forward the complaint to another department
Pending-Estimation generated Complaint is pending with the respective Department
Complaint Lodged & Unresolved Complaint Lodged & Unresolved
Closed Complaint Closed
Thank you !!