Questions, answered

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.

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

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

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

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

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.

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

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

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

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