Grievance Cases

A complaint may require a formal grievance case after the service team has gathered the facts. The Service Agent opens a grievance cases record under the existing ticket, with its organization, jurisdiction, filing date, priority and appeal reference. The parent link keeps the case tied to the complaint the resident originally raised.

Draft work can be corrected before submission. Once the case is submitted, the reviewer needs to see the exact source revision and related evidence. The case status then shows whether it awaits a decision, was approved, was rejected or reached completion. A case decision should not be inferred from a ticket being resolved: those are different records and different decisions.

• Parent. The agent starts from the ticket and links the formal case to that complaint.
• Filing. Jurisdiction, filing date, priority and appeal reference describe the matter under review.
• Submission. The submitted revision is held for a supervisor decision with supporting evidence.

If a resident supplies a new appeal reference while review is under way, the agent must keep the reviewed revision distinct from the later change. The parent ticket remains the thread through both.

Agree what jurisdiction means for this service, when a filing date is set, how an appeal reference is obtained and which ticket evidence should accompany submission. Decide whether a case can be returned for further work and who will prepare the correction. The Service Supervisor needs enough context to make an independent decision.

Prepare a sample grievance under a known ticket, attach the supporting file and submit the case. Have a reviewer open the parent ticket and confirm the submitted revision, filing details and evidence before recording a decision. Check that the case is still traceable from the ticket after the decision.

Use the same sample to test a conflicting instruction and an authorized correction. The resulting record should tell the next handler what remains to do. Keep the earlier event or decision available when a case returns to work; otherwise the apparent current status can conceal an unresolved question. Check a returned decision separately from the case status: the supervisor’s reason tells the agent what needs attention on the next submission.

• Submitted Cases — Find cases awaiting a decision and check the filing details.
• Case Decision Register — Follow decided cases back to their parent complaints.

Follow complaint intake and case review to see how these records move between people. Use the data model when importing the first complaints and the roles page before granting access.