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Public Grievance System
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Public Grievance System · Available now

Trace each grievance from intake to decision.

A public service team records a complaint as a Tickets record linked to the complainant in Customers and the responsible Organizations record. The ticket carries a record number, priority, owner, status and resolution due date.

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  • No per-user fees
  • Manual work is free
  • Configure it in Proto
OverviewNew Complaints
Public Grievance System · Tickets

New Complaints

triaged waits for the intake coordinator

New ticket
Tickets in view
6
Record numberSubjectCounterpartyOrganizationOpened atPriority rank
TCK-64936Missed waste pickup on Juniper LaneTomas BanerjeeWillow District Service Office26 Oct720
TCK-39812Streetlight outage near Bellview ParkCaleb IdrissiStonebridge Community Affairs17 Oct290
TCK-35253Delayed permit response for Elm StreetFarah KimCedar Ward Residents Office26 Oct830
TCK-59655Storm drain overflow on Harbor RoadFarah KimNorth Harbor Public Works18 Oct490
TCK-66590Noise complaint at Willow SquareTomas BanerjeeRiverside Municipal Services27 Oct160
6 of 6 records
Missed waste pickup on Juniper LaneTickets · TCK-64936
CounterpartyTomas Banerjee
OrganizationWillow District Service Office
Opened at26 Oct
Priority rank720
Review caseTCK-64936 · Missed waste pickup on Juniper Lane

The Service Supervisor reviews the submitted revision and records approval, rejection or return.

Waiting for Service Supervisor
ApproveReturn
Example screen with sample data
Tables, ready to use
10
Saved views
14
Roles with set permissions
6
Reports and dashboards
8
Features

Keep each complaint in view

Every feature works on the same records. Pick one to see the screen your team works in.

tickets

Capture the complaint and keep its working state clear.

  • Intake
  • Triage
  • History
  • Tickets
  • Customers
  • Organizations
  • Ticket events
Explore tickets
OverviewWaiting Tickets
Public Grievance System · tickets

Waiting Tickets

Assigned waits for the service agent

New
Record numberSubjectOwnerResolution due atStatus
TCK-33200Missed waste pickup on Juniper LaneIsaac Farah01 NovWaiting
TCK-56252Streetlight outage near Bellview ParkRafael Iyer30 OctWaiting
TCK-30048Delayed permit response for Elm StreetLeila Moyo24 OctWaiting
TCK-34653Storm drain overflow on Harbor RoadSofia Adeyemi02 NovWaiting
TCK-79021Noise complaint at Willow SquareNia Duarte24 OctWaiting
6 of 6 records
Missed waste pickup on Juniper LaneTickets · TCK-33200
Waiting
OwnerIsaac Farah
Resolution due at01 Nov
Example screen with sample data
Process

Follow the complaint through its outcome

Complaint to reviewed outcome ships ready to use. One step needs a named approval before the work moves on: Review case (Service Supervisor).

Drag a card to another stage, or focus it and use the arrow keys. It updates to match the stage.

  1. Register complaint

    Record the complainant, responsible public body, priority and due date.

    Missed waste pickup on Juniper LaneTCK-64936 · Intake Coordinator
    Register complaintBy Intake Coordinator

  2. Assign owner

    Place each complaint with an active service agent.

    Missed waste pickup on Juniper LaneTCK-64936 · Operations Manager
    Assign ownerBy Operations Manager

  3. Respond to complainant

    Keep the actual customer answer in the ticket history.

    Missed waste pickup on Juniper LaneTCK-64936 · Service Agent
    Respond to complainantBy Service Agent

  4. Submit grievance case

    Prepare a formal case with its parent ticket and evidence.

    Missed waste pickup on Juniper LaneTCK-64936 · Service Agent
    Submit grievance caseBy Service Agent

  5. Review case

    The Service Supervisor decides the submitted case and records a reason.

    Missed waste pickup on Juniper LaneTCK-64936 · Service Supervisor
    Review caseBy Service Supervisor
    ApprovalThe Service Supervisor reviews the submitted revision and records approval, rejection or return.

  6. Record outcome

    Keep the decision and resulting work traceable to the complaint.

    Missed waste pickup on Juniper LaneTCK-64936 · Service Agent
    Record outcomeBy Service Agent

Start with Complaint intake

Inside a record

Connect the channels your service uses

Open any ticket to see its grievance cases, the roles that work on it, its process stages and its approvals on one page.

  1. 1
    Record details

    Counterparty, Organization, Opened at and Priority rank.

  2. 2
    Grievance cases

    Each line is linked to this ticket.

  3. 3
    Who works on it

    Service Agent, Service Supervisor and Intake Coordinator, each with their own permissions.

  4. 4
    Process stages

    Register complaint and Check eligibility, with the role that acts.

  5. 5
    Approvals

    Review case, with who decides.

New ComplaintsMissed waste pickup on Juniper Lane
Public Grievance System · Tickets

Missed waste pickup on Juniper Lane

Tomas Banerjee

Log activity
1
Record details
CounterpartyTomas Banerjee
OrganizationWillow District Service Office
Opened at26 Oct
Priority rank720
2
Grievance cases

Missed waste pickup on Juniper Lane

ParentJurisdictionFiled at
Delayed permit response for Elm StreetBellview North Ward04 Nov
Noise complaint at Willow SquareHarbor Road District18 Oct
Unresolved water billing disputeWillow Square Precinct11 Oct
Grievance cases
6
Total priority rank
2,400
3

Who works on it

  • Service AgentManage Tickets, ticket events, grievance cases, record…
  • Service SupervisorManage review decisions
  • Intake CoordinatorManage Customers, Tickets
4

Process stages

  • Register complaintIntake Coordinator
  • Check eligibilityIntake Coordinator
5

Approvals

  • Review caseService Supervisor
    Approved
Example screen with sample data
Approvals

Give formal cases an independent decision

OverviewApprovals
Public Grievance System · Overview

Approvals

Signed in as Service Supervisor

Waiting for you

4 To review1 Overdue2 Decided todayOnly mine
0 selectedApproveReturn
  • GC-51851Bellview North Ward
    Delayed permit response for Elm StreetRequested by Service Agent
    Submitted2dActions
  • GC-63185Harbor Road District
    Noise complaint at Willow SquareRequested by Service Agent
    Submitted4dActions
  • GC-94251Willow Square Precinct
    Unresolved water billing disputeRequested by Service Agent
    Submitted3dActions
  • GC-20408Cedar Ward
    Storm drain overflow on Harbor RoadRequested by Service Agent
    Submitted3dActions

Who approves what

DecisionApprover
Review caseThe Service Supervisor decides the submitted case and records a reason.Service Supervisor
Approve grievance casesService Supervisor
2 approval rules · set per role in Proto
Example screen with sample data
Who can approve what
Roles

A workspace for each role

Everyone opens Public Grievance System to the work that is theirs. Pick a role to see what it starts with.

Service Agent

Handles assigned grievances, customer responses, resolution evidence and case submission.

This is the first screen this role sees.

OverviewResolved Tickets

Resolved Tickets

Tickets · Service Agent

Resolved3
Missed waste pickup on Juniper LaneTCK-85839
16 Oct
Delayed permit response for Elm StreetTCK-33802
22 Oct
Noise complaint at Willow SquareTCK-30452
18 Oct
Add
Closed3
Streetlight outage near Bellview ParkTCK-19813
16 Oct
Storm drain overflow on Harbor RoadTCK-17231
21 Oct
Broken sidewalk outside community centerTCK-17666
10 Oct
Add
Example screen with sample data

Roles and permissions

Reports

See demand and exceptions together

Read demand, response timing, decisions and operation exceptions.

Overview
Public Grievance System · Overview

Public Grievance System dashboard

This quarter

Grievance cases in view
6
Submitted
6

Tickets by status

How far records got this quarter

StageReachedStep
New35
Triaged1131%
Assigned218%
Waiting150%

Priority rank by status

Sample totals per stage

0
0New
-4000Triaged
-6000Assigned
-2000Waiting
-5000Resolved
Example screen with sample data
  1. 01Unresolved demand

    Which open ticket states and priorities need attention by organization?

  2. 02First response timing

    How long passed between opening and the first recorded customer response?

  3. 03Resolution due work

    Group unfinished Tickets by resolution due at and priority rank.

  4. 04Arrivals and resolutions

    Compare opened at and resolved at by reporting period.

  5. 05Case decisions

    Which submitted grievances were approved or rejected, and when?

  6. 06Reviewer outcomes

    Summarize review decisions by Decision and Reviewer.

  7. 07Operation exceptions

    Which actions remain pending, failed or waiting for review?

  8. 08Customer complaint history

    Follow Customers through their Tickets, grievance cases and ticket events.

All reports and dashboards

Who it's for

Fit the public service you operate

See how Public Grievance System fits your kind of team.

Municipal services

Handle public complaints with accountable owners and review.

Public utilities

Handle public complaints with accountable owners and review.

Civic ombuds offices

Handle public complaints with accountable owners and review.

Controls

Preserve decisions and action evidence

Each stage of complaint to reviewed outcome names the role that acts and the status it records, so a change is never anonymous.

OverviewComplaint to reviewed outcome
Public Grievance System · Process

Complaint to reviewed outcome

Each stage, the role that acts and the status it records

Process stages
10
Approval steps
1
Roles involved
5
Tables touched
8
Check eligibility
Intake Coordinator
StatusNew → Triaged
RecordsCustomers, Tickets
Assign owner
Operations Manager, Service Agent
StatusTriaged → Assigned
RecordsTeam members, Tickets
Pause or resume
Service Agent
StatusAssigned → Waiting
RecordsTicket events, Tickets
Complaint to reviewed outcome
  1. Start
    Check eligibilityNew → Triaged
    Customers
  2. Step
    Assign ownerTriaged → Assigned
    Team members
  3. Step
    Pause or resumeAssigned → Waiting
    Ticket events
  4. Step
    Resolve ticketAssigned → Resolved
    Ticket events
  5. Step
    Submit grievance caseDraft → Submitted
    Grievance cases
Example screen with sample data

See each stage in detail

AI agent

Prepare work with Proto

Use Proto to prepare and inspect grievance work with human decisions.

It can

  • Intake Coordinator: Find the active customer and prepare a ticket with its organization, priority and due date for staff review.
  • Service Agent: Summarize the ticket events and draft a customer response for the assigned agent to check.
  • Service Supervisor: Gather the submitted case, parent ticket and attachments before the supervisor records a decision.
  • Reconciliation Reviewer: Compare an operation receipt with its linked effects and identify the remaining question.

Stays with a person

  • The agent should not decide a grievance in the supervisor’s place, infer customer eligibility from an unverified message or treat an uncertain provider call as completed.
  • The named staff member checks the current revision, audience and evidence before committing an action.
  • Usage is metered under the customer's ERP.AI plan. Review roles and get started before giving staff access.

Set up an agent

Integrations

Connects to the tools you use

Set up connections through ERP.AI and Proto workflows, with every change logged.

  • Public Grievance System
  • Public contact channel
  • Service calendar
  • External provider
  • Identity
Data model

Your data, in tables you can change

Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.

Browse all 10 tables
10tables
  • tickets4
  • Assignment4
  • Responses3
  • Grievance Cases4
  • Review4
  • Evidence4
  • Reconciliation6
Implementation

Roll out one team at a time

Start with one team and one process, then add the rest once the basics are running.

  1. Set the service boundary

    Name the operating organization, customer group, staff identities and complaint types for the first cycle.

  2. Prepare records

    Import organizations, customers and team members; then check ticket links and evidence against sample complaints.

  3. Agree decisions

    Define priority, the service calendar, staff assignment, customer visibility and independent case review.

  4. Rehearse work

    File a ticket, respond, pause, resolve, submit a case, record a decision and examine an operation exception.

  5. Release the service

    Confirm access, customer messaging and exception ownership with the operating manager before using live complaints.

Read the implementation plan

Pricing

$0per user

The base account and everyday work in the ERP.AI app are free, for every user.

  • No per-user or per-seat fees
  • Viewing, editing, approving and exporting records in the app is free
  • Pay only for machine work: API calls, imports, workflows and AI agents
  • Prepaid credits from $5. Purchased credits never expire

Pricing details

Machine work rate card Included per $1 of credit

Machine work rate card
UsagePer $1
Record reads (list, filter, get)20,000
Search or aggregate queries4,000
Record writes4,000
Imported or synced records200,000
Workflow runs2,000
AI agent runs2,000
Scheduled jobs or webhooks20,000
File uploads (MB)2,000
CSV or PDF exports100
FAQ

Questions, answered

Scope, rollout and pricing for Public Grievance System.

All questions
How do I get started?

Click Get started, then use Proto to configure Public Grievance System for your business. Start with one service area, its customers, active staff and a representative complaint through review.

Who handles a new complaint?

The Intake Coordinator checks the customer and organization, and the Operations Manager assigns an active Service Agent to the ticket.

How does a complainant receive an answer?

A Service Agent records a customer-visible response event. Configure the contact channel your organization uses and verify its delivery outcome.

What does a waiting ticket mean?

The Service Agent records the reason for the pause and resumes work when the missing information arrives. The ticket keeps its named owner.

Can a complaint be reopened?

A valid new problem can reopen the same ticket. The earlier events and resolution remain available for review.

When is a formal grievance case needed?

The Service Agent creates a case under the relevant ticket when the matter needs a supervisor decision. The case carries jurisdiction, filing details and supporting evidence.

Who decides the case?

The Service Supervisor records approval, rejection or return with a reason against the submitted source revision.

How are attachments shared?

Each attachment has a visibility setting. Staff should check the audience before sharing a file with the complainant.

What happens when an action fails?

The Reconciliation Reviewer examines its operation receipt and linked effects, and checks any external provider confirmation before another attempt.

What can managers review?

Operations Overview brings unresolved demand, response timing, pending decisions, failed operations and overdue work into one operating view.

Set up Public Grievance System your way.

Start free, then use Proto to change fields, steps and approvals before your team goes live.

Start now Download Proto

How to get started

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