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Vetanika - Grievance Redressal Module
User Manual for DAT
1
Vetanika
Grievance Module User Manual for DAT
Document history
Version Date Drafter Receiver Description
1.0 09-09-2016 Chetana
Pachpande
DAT How to use
‘Grievance Redressal
Module’
1.1 25-11-2016 Chetana Pachpande
DAT SMS Gateway Integration
Vetanika - Grievance Redressal Module
User Manual for DAT
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How to use Grievance Redressal Module in Vetanika? Here are the steps mentioned below. Step 1: Go to Homepage of Vetanika as mentioned below, Site Link: https://vetanika.mahakosh.gov.in/
Vetanika - Grievance Redressal Module
User Manual for DAT
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Step 2:To view Grievance Redressal Module information click on a link ‘Grievance Module’ marked as New in red color on Homepage at left side. DAT will see a new window with Grievance Module information mentioned as below.
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User Manual for DAT
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Step 3: For DAT login, Click on ‘Vetanika User Login’ menu as mentioned below.
Step 4: Now DATwill see login window, Enter Username and Password which he has already given. And click on ‘Login’ Button.
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User Manual for DAT
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Step 5: After successful login DAT will see homepage after logged with different menus at left side and welcome message at right side.
Step 6: To view appeals, Hover on ‘Complaint Appeals’ menu at left side mentioned as below. On hover, DAT will see four submenus mentioned in following screenshot.
New – All recently registered (new) i.e. complaints on which no action taken yet are listed here. Draft – Incomplete reply saved, not finalized complaints are listed here. Finalized – All complaints which are finalized, final reply saved are listed here. All – All complaints which are new, drafted and finalized are listed here. To view new complaints, click on ‘New’ submenu of complaints. DAT will get SMS when new appeal will be lodged.
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User Manual for DAT
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Step 7: After click on ‘New’ submenu, DAT will see list of appeals with ‘Details’ link mentioned
as below.
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User Manual for DAT
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Step 8:To view appeal details of specific employee, click on ‘Details’ link at right side of record as mentioned in above screenshot.DATwill see all details of employee like Complaint Number, Complaint Detail, Complaint Date, Grievance Redressal Officer Name, Service book details, Appeal Number, Appeal Details and Appeal Date.
For Appeal, one 12 digit appeal number is allotted which is unique for each appeal. He can use this Appeal Number in future to track complaint records or any complaints regarding appeal. Appeal Number starts with ‘A’alphabet.
Here he will see ‘Appeal Action’ box.To reply onappeal, select ‘Yes’ Button for ‘Action to be taken’
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User Manual for DAT
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Step 9: After selection of ‘Yes’ button, DAT will see textbox for ‘Action Details’, Enter comment/reply on appeal in that textbox. There are two things he can do with reply on appeal are as follows:-
1. Save as Draft– If JD want to keep reply entered as draft for further modifications if required,he can save reply as draft on clicking of ‘Save as Draft’ button. Then hewill be redirected to ‘Drafted Appeals list’ page. Whenever he want to finalize reply for that employee’s appeal, he can click on ‘Details’ link, he will see employee details along with entered reply as it is in same manner. Now, he can edit/add reply on appeal and to finalize it click on ‘Finalize & Save’ button.
2. Finalize & Save If no changes are required in the entered reply, he can click on ‘Finalize & Save’ button to finalize reply. Then hewill be redirected to ‘Finalized appeals list’ page. If once he ‘Finalize’ the reply, he cannot change it again.
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Ex. Supposehe entered reply and click on ‘Save as Draft’ button as mentioned in below
screenshot.
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Step 10:After ‘Save as draft’ DAT will see one alert message as ‘Draft Reply Saved Successfully’ with ‘Ok’ button. On click of ‘Ok’ button hewill be redirected to ‘Appeals List- Draft’ page as mentioned in below screenshot. In this category, he will see only drafted appeals records. Each record has ‘Details’ link to view appeal’sdetail. Latest records shows on top of list.
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Step 11: On click of ‘Details’ Link DAT will see complaints &first appeal details as mentioned in below screenshot. Reply will be shown as it is drafted previously. Now he can edit/add reply and click on ‘Finalize & Save’ button.
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Step 12:After ‘Finalize & Save’ reply on appeal, DAT will see one alert message as ‘Final Reply Saved Successfully’ with ‘Ok’ button. On click of ‘Ok’ button he will be redirected to ‘Appeals List- Finalized’ as mentioned in below screenshot. SMS will be sent to the Employees mentioned number, DDO’s number. In this category, he will see only finalized appeals records. Each record has ‘Details’ link to view employee’s details.
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User Manual for DAT
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Step 13: To view first appeals details of employee, Click on ‘Details’ link. DAT will see all Complaint & Appeal Details of employee with reply on appeal in ‘Reply to First Appeal’ box. ‘Back to list Page’ link is available, go back to list of appeals page, click on ‘Back to List Page’ link.
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Step 14: On click of ‘All’ submenu of Complaint Appeal’s menu, DAT will see all appeals of three categories like New, Drafted and Finalized. To view appeal details of employee, Click on ‘Details’ link. He will see all Complaint& Appeal Details of employee with reply on appeal.
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Step 15: To view ‘Complaints Report’, Hover on ‘MIS Reports’, DAT will see third submenu as ‘Complaints Report’, click on it. He will see list of complaints with information like complaint number, complaint from employee/ddo, date of complaint, compliance days, action taken, action date. ‘JD List’ and ‘Action Taken’ filter is available to search data according to action taken values (New, Draft and Final) and region specific. By Default, Report will show all data for all action types. See screenshot mentioned below.
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Step 16:In ‘Complaints Report’, DAT can select ‘JD Office’ for which he want to see data and ‘Action Taken’ for which action type he want to see data. See screenshot mentioned below. On click of ‘Complaint Number’ link, he will see employee’s complaint details. If he selects ‘Draft’, he will see all drafted complaints data here. If he selects ‘Final’, he will see all finalized complaints data here. Ex. Suppose he select ‘JD List as Mumbai’ and ‘Action Taken as New’ then he will see data for Mumbai region with New Complaints.
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Step 17: To view ‘ComplaintProgress Report’, Hover on ‘MIS Reports’, DAT will see fifth submenu as ‘ComplaintProgress Report’, click on it. He will see two date pickers for From Date and To Date and Submit Button. Select from date and to date for required time period and click on ‘Submit’ button. After selection & submission of from date and to date, he will see result of data with respect to selected time period. He will see Number of complaints received and Number of complaints on which action taken, Number of First Appeals Received and Number of appeals on which action takenfor all regions. ‘Print’ button is available, to get print of this page, click on ‘print’ button. See screenshot mentioned below. Ex. For month of ‘August’, from date and to date selected
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Step 18:To view ‘Appeals on Complaints Report’, Hover on ‘MIS Reports’, DAT will see sixth submenu as ‘Appeals on Complaints Report’,clichek on it.
He will see list of appeals with information like appeal number, complaint number, complaint from employee/ddo, date of appeal, compliance days, action taken, action date. ‘Action Taken’ filter is available to search data according to action taken values (New, Draft and Final) By Default, Report will show all data for all action types. See screenshot mentioned below.
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Step 19:In ‘Appeals on Complaints Report’, if DAT select ‘Finalize for ‘Action Taken’ filter, he will see allFinalizedappeals on whichaction taken and final reply saved. See screenshot mentioned below.
On click of ‘Appeal Number’ link, he will see employee’s complaint & appeal details. If he selects ‘Draft’, he will see all drafted complaints data here. If he selects ‘Final’, he will see all finalized complaints data here.
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Step 20: To view ‘Reply to Appeals Report’, Hover on ‘MIS Reports’, DAT will see fifth submenu as ‘Reply to Appeals Report’, click on it. In ‘Reply to Appeals Report’, he will see two date pickers From Date and To Date and Submit Button. Select from date and to date for required time period and click on ‘Submit’ button. After selection & submission of from date and to date, he will see result of data with respect to selected time period. He will see Number of appealsreceived and Number ofappealson which action taken. See screenshot mentioned below. Ex.From date and To date selected for month of ‘August’.
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Important Notes: Please read above all steps carefully and then follow it properly. All Complaint No. , First Appeal No and Final Appeal No. are different for each complaint. Service book id and Complaint Number are important to keep track for complaints. For all reports/list, latest complaints/latest replied complaints are always shows on top of
list. ‘Print’ button is available for all reports and list pages, to get print of a page, click on
‘print’ button. Complaint Number is of 12 digit number which starts with ‘C’ and unique for each
complaint. First Appeal Number is of 12 digit number which starts with ‘A’ and unique for each
appeal.
