Community Grievance Checklist

1. Intake channel map

List every way a concern can arrive — then force a single case ID.

• ☐Walk-in / site desk recorded with date, complainant reference, and location
• ☐Phone / WhatsApp / SMS logged into the same case convention (not a private inbox)
• ☐Email / letter / municipal referral mapped to the same ID
• ☐Anonymous and third-party reports accepted with a clear triage path
• ☐Assisted capture available for low-literacy or low-connectivity settings

2. Case identity & mandatory fields

• ☐One unique case ID from first contact through verified closure
• ☐Theme / category coded consistently across sites
• ☐Severity assigned at intake (with override rules documented)
• ☐Site / ward / project linked on every case
• ☐Named owner assigned within the intake SLA window

3. Acknowledgment & update cadence

• ☐Complainant acknowledgment target defined (e.g. within 48 hours)
• ☐Progress update cadence defined (e.g. every 14 days while open)
• ☐Language and channel preference recorded where possible
• ☐Escalation contact published when SLA is at risk

4. Severity SLAs & escalation ladder

• ☐Critical / high / medium / low targets written and known to supervisors
• ☐Breach list visible weekly (not buried in email)
• ☐Escalation path: site → regional → executive with named roles
• ☐Safety / human-rights flags trigger immediate escalation

5. Closure with evidence

• ☐Closure requires outcome note + evidence stub for high-severity cases
• ☐Complainant informed of outcome (or reason if not reachable)
• ☐Duplicate / related cases linked before close
• ☐Sample of closed cases reviewed monthly for quality

6. Weekly operating rhythm

• ☐Open aging cases older than SLA reviewed every week
• ☐Top themes summarised for site leadership
• ☐Field friction (incomplete submissions) tracked and fixed
• ☐Actions from reviews have owners and dates