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Central Grievance Redressal Management System
Revision History
Date Version Description Author
17-Aug-2012 1.0 User Manual Sonali Nayak
User Manual August 13, 2012
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CGRMS USER MANUAL
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1. Contents 1. Introduction .......................................................................................................................................... 4
1.1. Purpose ......................................................................................................................................... 4
1.2. Scope ............................................................................................................................................. 4
2. Getting Started ...................................................................................................................................... 5
2.1. Registration ................................................................................................................................... 6
2.1.1. View Registration Status ....................................................................................................... 6
2.2. Reports ........................................................................................................................................ 11
2.2.1. Reports ................................................................................................................................ 11
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1. Introduction
For people living below poverty line, an illness not only represents a permanent threat to their income earning capacity, in many cases it could result in the family falling into a debt trap. When the need to get the treatment arises for poor families they often ignore it because of lack of resources, fearing wage loss, or wait till the last moment when it’s too late. Even if they do decide to get the desired health care it consumes their savings, forces them to sell their assets and property or cut other important spending like children’s education. Alternatively they have to take on huge debts. Ignoring the treatment may lead to unnecessary suffering and death while selling property or taking debts may end a family’s hope of ever escaping poverty.
These tragic outcomes can be avoided through a health insurance which shares the risk of a major health shock across many households by pooling them together. A well designed and implemented health insurance may both increase access to healthcare and may even improve its quality over time. The Rashtriya Swasthya Bima Yojana (RSBY) scheme has been conceived, designed and implemented across the country to ensure cash less treatment to all the poor, either APL, or BPL, or Beedi Workers or Naxal affected.
1.1. Purpose Apart from the beneficiaries of the RSBY scheme, important roles are also being played by the Empanelled Insurance companies, Hospitals, Third Party Agencies and Smart Card providers. Also, the administrative authorities like State Nodal Agency (SNA), District Key Manager (DKM), and etc work in tandem so as to ensure successful implementation of the RSBY scheme. All these are termed as the stake holders of the RSBY scheme.
However, at times the picture is not as rosy as it is supposed to be. The beneficiaries often have complaint against the Smart card providers, Third party agencies and hospitals. The hospitals have grievances against the insurance companies and likewise. All these often lead to chaos and pose a threat to the successful implementation of RSBY scheme.
The Centralized Grievance Redressal Management System (CGRMS) is an attempt to facilitate the beneficiaries and stakeholders to register their complaints which will then be intimated to a predefined action taking authority to take the remedial measures within a stipulated time period.
1.2. Scope The Centralized Grievance Redressal Management System (CGRMS) aims at registering, monitoring and managing the complaints by the beneficiaries as well as the stakeholders. The nodal officer at the national level has the controlling authority to decide whom to
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forward the complaint and this authority will be given a stipulated time period within which the complaint has to be redressed. Further, the nodal authority at the national level can forward the case to district level, state level or national level grievance cells and the tracking of those cases will be done.
2. Getting Started
To start with the application, enter the website URL in the browser to display the following login screen:
The respective RSBY, Central Complaint and Grievance Redressal System home page is displayed.
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For registration, tracking and viewing grievances by the State Nodal Agency, log in to the portal by providing the User ID and Password under User Login column and click on the Login button.
The user is redirected to the RSBY Dashboard where the name and designation of the State Nodal Agency is displayed at the left top corner.
Here in the dashboard, the user can view different blocks showing demography wise status, Insurance wise status, stakeholder wise status, etc. and the important global links at the left hand side of the screen-
• Registration • Reports
2.1. Registration
2.1.1. View Registration Status
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When a designated user wants to create a complaint there are various modes through which the complaint can be registered and communicated to the escalators.
Both the beneficiaries and the stake holders can register their complaint either by calling to the DKM/SNA/NNO office or through website. If registered through website, then the complaint will be stored in draft mode and an instant SMS/Email will be fired to the designated officer at DKM/SNA/NNO office. In both cases, the designated officer will enter the case details and forwards to either an Action Taking Authority or to grievance cells.
If forwarded to the ATA, then remarks from the ATA on the complaint is expected to be received within a standard redressal time period, in the failure of which system generated automated reminder SMS/Emails will be fired to the ATA.
If the ATA sends the remark within the stipulated standard time period then again the designated officer at the DKM/SNA/NNO office, will again decide whether the remarks are satisfactory or not. If satisfactory, then the complaint will be closed.
If not, then he may either resend the case to the same ATA or forward it to the grievance cells (DGRC/SGRC/NGRC).
Also, when the grievance is pending at the grievance cells then the complainant can appeal and re-appeal the order of a grievance cell in its higher cell.
To view a new complaint by the SNA user with respective to the RSBY scheme click on the View Registration Status primary link under global link Registration.
After the Registration for the complaint is made the user can view the status of the registration under the view registration status link.
In the view registration status screen:
The name of the State remains default for the user of that location.
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Select the State, District, Type of Complainant and Complaint Against from the respective from down lists.
Select the Complaint Category and Complaint Type from the drop down lists. Enter the UCN and Complaint Name in the textboxes provided. Select the From Date and To Date within which the registration status details are to
be searched. Select from the options of Registered and Draft and click on the Search button to
view the status details.
The registered complain details can be seen in terms of UCN, Registration Date, Registration Time, Complainant Name, Complaint Against, Current Status, Action to be taken by, Name of the Agency, Next Action Taking Authority and Next Escalation Date details.
Click on numbers under UCN to view complete details of the complaint escalation process:
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If the user wants to make any changes in the complaint registration, then click on the edit () button with respective to the record.
If the request is escalated then no more it can be modified.
To forward the complaint to the next level, click the Forward ( ) button for the respective record.
To change and update the status of the registration complaint, click on the Update Status () button with respective to the record.
The Registration Complaint details are displayed:
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Change the Status of the registered complaint from the drop down list. Select the Action Date from the given calendar. Upload the related Document by browsing. Give Remarks in the given textbox. Click on the Update button to save the updates status of the registered complaint.
After the Complaint has been registered, the user can now configure the various formats of sending the complaint across the escalators.
To view the list of complaints forwarded to the respective officer, click the Forwarded tab:
To change and update the status of the registration complaint, click on the Update Status () link with respective to the record.
The Registration Complaint details are displayed:
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Change the Status of the registered complaint from the drop down list. Select the date of taking action from the given calendar. Upload the related Document by browsing. Give Remarks in the given textbox. Click on the Update button to save the updates status of the registered complaint. 2.2. Reports
2.2.1. Reports
Under Reports various reports and details on the registered complaints can be viewed in terms of various categories.
Click on the primary link Reports under global link reports to view the complete registered complaint details.
Reports View screen appears as the default page displaying various categories in which the reports can be viewed:
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a. Statewise Call Registered
Click on the link Statewise Call Registered link to view the complete list of registered complaints in different states of the country.
Select the State for which the registered complaints are to be viewed from the drop down list.
Select the duration of the registered complaints go be viewed from the given calendars of From Date and To Date and click on the Search button.
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State wise registered complaints details can be viewed in terms of Total Received complaints in number, Total Solved Complaints in number and Total Pending complaints in number.
b. Complainant Category wise Call Registered
Click on the link Complainant Category wise Call Registered to view the registered complaints and its details.
Select the Category of Complainant for which the registered complaint details are to be viewed.
Select the Duration of complaint registration From Date and To Date and click on the Search button.
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Complaint Category wise call registered details are displayed in terms of Category Name, Total Received calls of complaints in number, Total Solved cases in number and Total Pending complaint cases in number.
c. Stakeholder wise Call Registered
Click on the link Stakeholder category wise MIS Reports for the user to view the MIS reports on the basis of stakeholder’s category from the drop down list.
Select the Stakeholder Category from the drop down list for which the complaints details are to be viewed.
Select the Duration of the complaints from the From Date and To Date given calendars and click on the Search button.
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Complaint Category wise call registered details are displayed in terms of Category Name, Total Received calls of complaints in number, Total Solved cases in number and Total Pending complaint cases in number.
d. State Wise Density Report
Click on the link State Wise Density Report to view the complete density report of the state.
Select the name of the State and Stakeholder category for which the density reports are to be viewed from the drop down list.
Select the Duration from the given calendars. Click on the Search button to view the density reports.
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Respective density report is displayed as per the selected criteria.
e. Stakeholder Wise Resolution Report
Click on the link Stakeholder Wise Resolution Report to view the complete resolution report of the state.
Select the name of the Stakeholder category for which the resolution reports are to be viewed from the drop down list.
Select the Duration from the given calendars.
Click on the Search button to view the resolution reports.
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f. Escalation Reports
Click on the link Escalation Reports to view the complete escalation reports details including the registration time and date, the details of levels of authorities and the Complaint Status.
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Select the State and District for which the escalation reports are to be viewed from the drop down list.
Select the Stakeholder Category from the drop down list and Duration from the given calendars.
Enter the UCN number and click on the Search button to view the escalation reports.
Respective escalation reports details like UCN number, Complains Name, their regd. Date and Time, Complaint Name, various Level Authority details and Complaint Status can be viewed.
g. Complaint type Wise Call Registered
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Click on the link Complaint Type wise Call Register to view the complaint registered details on the basis of various types of complaints.
Select the State for which the complaint details are to be viewed from the drop down list.
Select the Complainant Category and Complaint Against from the respective drop down lists.
Select the Sub-scheme Name from the drop down list. Select the Duration from the given calendars of From Date and To Date and click on the
Search button.
Complaint type Wise Call Registered details can be viewed in terms of Complaint Category, Complaint Against, Sub-Scheme details, Total Received complaints in number, Total Solved cases in number and Total Pending complaint registration in number.
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h. User Profile Report
Click on the User Profile Report link to view the complaint registration reports on the basis of various users like the Beneficiaries, Hospital and NGO etc.
Select the Country, State and respective District from where the user belongs from the drop down list.
Select the Designation of the user from the drop down list. Click on the Search button to view the respective Complaint Registration details.
Selected user wise details are displayed in terms of Full Name of the user, Designation of the user, User ID, Email ID, Office Contact Number and Mobile Number of the respective users.
