Development of Grievances Redressal System

For
Water and Sanitation Services Peshawar
Government of Khyber Pakhtunkhwa

Flow Level: 0
Step
1

Complaint received (walk-in, Phone,

Web, Postal, fax, other)

Step
2

Complaint entered in the MIS (CCR,

CHO)

Complaint Assigned to relevant

Supervisor for necessary action
Complaint Handling Process
Step (CH,Concerned Officers, Higher
4
Authorities)
Step
3

CCR:
CHO:
CS:
CH:

Call Center Representative

Complaint Handling Officer
Complaint Supervisor
Chairman Complaint Cell

Level:1
Complainant

1. Submit Complaint (phone, web

portal, email and walk-in)
2. Check Complaint Status

1. Receives complaint with supporting document (if

any) enters the complaint in the MIS (scan the
documents and attach it with the complaint). System
will generate a
UCN after successful complaint
registration
2. SMS sent to complainant and Supervisor against the
new registered complaint

CCR/CHO (Zonal)

Examines the complaints. Writes it internal notes/summary of the

complaints and based on complainant forwards the complaint to the
concerned. System can automatically assign complaint to supervisor
based on its location
1. If asked the CH will send Letter to the Department for further
information
2. If asked the CH will communicate with complainant for documents
(affidavit or any other as desired)

CH(s) (Zonal)

Examines the complaints and will perform any one these tasks
1. Will communicate with the complainant for further information
2. Will resolve the grievance/complaint by taking necessary action
3. Will update the status of the complaint via system

Concerned Officer/CS

Examines the complaints and the remarks/internal notes entered by the all the officers and
will perform any one of the activity
1. File the Complaint
2. Will close the complaint
3. Necessary Disciplinary Actions
4. Other

Higher Authorities

Sends UCN and PIN Code

SMS
Call Email

Register
Complaint

Complaint assigned to CH/ Zonal CHO by

System
CH/ Zonal CHO updates theExamines
complaint
the
status
complaint,
Assign Complaint to
write
internal
Relevant officer/CS
note and
than
forward

If require any documents (affidavit,

evidence or other)
Complaint referred to Higher Authorities
Examin
es the
complai
nt

Actions/Decisions

Examines
the
complaint
, write
internal
note

Close

Letter

docume
nts

Submit
Complaint

Complaint Status Flow (for

Complainant)

Send to the
system

Enters UCN and

PIN

Actio
Updatesns
the system
log
If success sends
complaint status to
the complainant
using the same
medium

System
Validates
the UCN /
PIN Code

If fail updates the

system accordingly

Proposed Physical Implementation

Citizen

Voice Phone
(upon agreed
tarif)

Call Centre
Postal Mail

In Person

SMS (short
code)
SMS
Gateway
Email

PIO (s)
Web form

Data Center

System Screen Shots (Login)

System Screen Shots

(Dashboard)

System Screen Shots (New

Complaint)

System Screen Shots (Complaint

Details)

System Screen Shots (Complaints

Status)

System Screen Shots (Profile Page)

System Screen Shots (Staff Listing)