Online Complaints Tracking System

User Help Manual (For Employees)

Flow of the Presentation

Background

Objective and Benefits

Scope of the System

Eligibility & Login path

Process Flow

System Flow Employee Role

Background

Currently the employees, residing in company provided

quarters, have to lodge the Housing, Construction and

E&E related complaints, manually

There is no way of tracking the real time status of

complaints

Manual process can sometimes lead to errors

Objectives & Benefits

The System has been designed to cater to Quarter complaints related to: Construction

E&E

Housing

Provide Real time status update of complaints

Avoids incorrect deductions

Generates estimation & Actual bills

Automatic Service Tax & VAT deduction and linkage to BaaN

Provide ready reports/queries for various analytics

Scope of the system

All Live employees staying in company

quarters

G&B and GITL

Categories: MT, US, WK

Email id / Employees with no email id

Path - Godrej Connect Employee Welfare

Residential Colonies Useful Links Housing

Complaints Resolution System

Process Flow Employees can lodge complaints online

Or Department Users can lodge complaints on behalf

of the employees (Phone/Intranet/ Email)

Department User can Accept/Reject/Forward the complaint

Resource Allocation is done and Estimate (Including Service Tax + VAT) is generated and sent

through email / print

Actual quantity of resources and unanticipated resources are added

Complaint gets resolved and Feedback form filled

Complaint is closed and Actual bill (Incl Service Tax + VAT) is generated. Actual Bill can also be sent

through email / print

Actual Bill amount is deducted from employee’s salary and Service Tax + VAT amount is sent to BaaN

Yes

No Employee is OK

with the Estimate

and Repairs Done?

Department User Enters Remark & Closes the complaint

System Flow

Options available for Employees

Lodging complaints

Tracking the status of their complaints

Giving feedback

Checking deductions made from their salaries

Employee logs into the system

Employee can view the status of the pending /

temporarily saved complaints on the Home Page

• Pending Complaints - Complaints that have been submitted by the employee but not yet

resolved. Here the employees can see real time status of their complaints

• TempSaved Complaints - Complaints that have not been submitted by the employee

• Complaint Tariff Card - Tariff card to give the complainant an indication of how much the

complaint resolution might cost him/her

• Frequently Asked Questions

The various Status description are shown at the end of the

presentation

Employee can Lodge Complaints

Path: Complaints Lodge Complaints

Employee has to enter the following details

Complaint Addressed To – Drop Down

Complaint Category – Drop Down

Complaint Type - Drop Down

Complaint Description

Employee should mention the date and time for service visit

Employee should mention the correct Mobile number

Employee can then submit the complaint

On submission the Complaint No. gets generated

Explanation of the Complaint No:

77312 -Salary Code of the complainant

001 -Count of total complaints of the above salary code

08/2013 -Month and the year

Employees can view the complaint details Path: Reports Queries

Respective Depts. will then take action on the complaints

Status of the complaint can be seen on the Home page

In case of acceptance, rejection or forwarding, appropriate mails are

sent to the employees

Estimate of the complaint is sent via email/hard copy

Employee may choose not go ahead with the service

In case the employee accepts the estimate, services will be

rendered and complaint will be closed

Any unanticipated resources / items may be added in the actual bill

and sent to the employee

The actual amount will be deducted from the employee’s salary

In case there are certain services cost of which is to be borne by the

company, such amounts will not be deducted from the employee’s

salary

Various Complaint Status

Description Remarks

Complaint closed & unresolved Complaint closed without being resolved

Accept Accept the complaint

Reject Reject the complaint

Forward Forward the complaint to another department

Pending-Estimation generated Complaint is pending with the respective Department

Complaint Lodged & Unresolved Complaint Lodged & Unresolved

Closed Complaint Closed

Thank you !!