Grievance Redress Mechanism

The support ticketing system strengthens the management of beneficiary records and registry integrity. It provides a structured way to handle issues such as identity updates, duplicate records, or eligibility disputes raised by registrants or field staff.

Features

• Registry-linked tickets: Tickets directly tied to beneficiary records or household registries.

• Chatter history: Track all registry-related communication within the ticket.

• Portal access: Beneficiaries can raise registry correction requests via the self-service portal.

Functional Design

• Creation: Issues can be logged by registry staff or directly by beneficiaries.

• Assignment: Tickets assigned to registry officers or specialized teams.

• Progression & closure: Ensures registry updates and corrections are handled systematically.

User Roles

• Registry officers: Resolve tickets related to beneficiary data corrections and updates.

• Beneficiaries: Raise registry correction/verification requests.

Integration Points

• Beneficiary registry: Tickets tied directly to Individual or Group records.

• External identifiers: Support for national IDs, or other identifiers to link with external registries.

Reference

This section builds on the Grievance Redress Mechanism described in the Utility & Tools Documentation.