Grievance Module User Manual for DDO - MAHAKOSH...Vetanika - Grievance Redressal Module User Manual...

Vetanika - Grievance Redressal Module User Manual for DDO

Vetanika

Grievance Module User Manual for DDO

Document history

Version Date Drafter Receiver Description

1.0 09-09-2016 Chetana Pachpande

DDO How to use ‘Grievance

Redressal Module’

1.1 25-11-2016 Chetana

Pachpande

DDO SMS Gateway

Integration


How to use Grievance Redressal Module in Vetanika? Here are the steps mentioned below. Step 1: Go to Homepage of Vetanika as mentioned below, Site Link: https://vetanika.mahakosh.gov.in/

https://vetanika.mahakosh.gov.in/


Step 2:To view Grievance Redressal Module information click on a link ‘Grievance Module’ marked as New in red color on Homepage at left side. DDO will see a new window with Grievance Module information mentioned as below.


Step 3: For DDO login, Click on ‘DDO Login’ menu as mentioned below.


Step 4: Now DDO will see login window, Enter Username and Password which he has already given. And click on ‘Login’ Button.

Step 5:After successful login DDO will see homepage after logged with different menus at left side, welcome message at right side and other DDO details.


Step 6: To register complaint. Click on ‘Complaint Registration’ menu at left side mentioned as below.


Step 7:DDO will see Complaint Registration window as below. To register complaint for an employee, he can use Employee ID (sevarth ID) or Service Book ID or Token No. Enter any one detail and click on ‘Submit’ button, he will see that employee’s service book details as well as history records.


Step 8:If DDO entered same employee details again it will show message as below in red color. It will show employee’s previous Complaint registration ID, Month/Year and Token no for reference.


Step 9: This is the Employee’s service book details. Here DDO will see ‘Register Complaint’ box.To register complaint, select ‘Yes’ Button


Step 10: After selection of ‘Yes’ radio button, DDO will see textbox for ‘Complaint Details’, Enter Moble number and email id in the textbox, select the complaint details from the list given and click on ‘Send’ button.


Step 11:After successful submission of complaint DDO will see Employee details as follows: SMS will be sent to the Employees mentioned number, DDO’s number and respective JD’s. For Complaint, one 12 digit complaint number is allotted which is unique for each Complaint. He can use this Complaint Number in future to track complaint records or any complaints. Complaint Number starts with ‘C’alphabet, it’s first digit is ‘C’, next 2 digits are month, next 4 digits are year, next 2 digits are pvu code, next 3 digits are sequence number. ‘Print’ button is available, to get print of this page, click on ‘print’ button.


Step 12: To view complaints list /Report, click on ‘Complaint Report’ menu which is at left side of site mentioned as below, DDO will see a list of complaints.


Step 13: To view complaint details of specific employee, click on ‘Details’ link at right side of list mention in above screenshot.DDO will see all details of complaint mentioned as below. He will see ‘Number of Days’ from date of complaint registration. (Green color text)


Step 14:After Complaint registration Joint Director of Pay Verification Unit will give reply on this complaint, which will be as follows:- JD’s reply mentioned in ‘Reply to Complaint’ box with reply comment and reply date. Message will be sent to Employee and DDO on JD’s reply to the complaint If JD’s reply not received in 15 days from complaint date OR If DDO is not satisfied with JD’s reply on complaint, he may appeal (first) for his complaint to DAT He will see ‘First Appeal for Complaint’ box mentioned in below screenshot.


Step 15:To lodge appeal, click on ‘yes’radio button, for question ‘Do you wish to lodge First Appeal?’. On click of ‘yes’ radio button, DDO will see ‘Reason for Appeal’ with two options and textbox for ‘First Appeal Details’,select suitable option for ‘Reason for appeal’ and enter Appeal text in that textbox and click on ‘Send’ button.


Step 16: After successful submission of appeal DDO will see ‘Appeal Registered Successfully’ at top of page and ‘First Appeal Details’ box below ‘Reply to Complaint’ box. For First Appeal, one 12 digit appeal number is allotted to him which is unique for First Appeal. He can use this appeal number in future to track his appeal or any complaints regarding this appeal. For First Appeal, Appeal Number starts with ‘A’ alphabet. This appeal number is mentioned in ‘First Appeal Details’ box. See screenshot mentioned as below. ‘Print’ button is available, to get print of this page, click on ‘print’ button.


Step 17: After First Appeal submission, DAT will reply on this appeal, which will be as follows:- SMS will be sent to the Employees mentioned number, DDO’s number. DAT’s reply mentioned in ‘Reply to First Appeal’ box with reply comment and reply date. SMS will be sent to Employee and ddo when DAT will reply to first appeal. If DAT’s reply not received in 15 days from first appeal date OR If DDO is not satisfied with DAT’s reply on first appeal, he may appeal (final) for his complaint to DAT. He will see ‘Final Appeal for Complaint’ box mentioned in below screenshot. He will see ‘Number of Days’ from date of First Appeal registration. (Green color text)


Step 18:To lodge final appeal, click on ‘yes’radio button, for question ‘Do you wish to lodge Final Appeal?’. On click of ‘yes’ radio button, DDO will see ‘Reason for Final Appeal’ with two options and textbox for ‘Final Appeal Details’,select suitable option for ‘Reason for Final appeal’ and enter Appeal text in that textbox and click on ‘Send’ button.


Step 19: After successful submission of final appeal DDO will see ‘Appeal Registered Successfully’ at top of page and ‘Final Appeal Details’ box below ‘Reply to First Appeal’ box. SMS will be sent to the Employees mentioned number, DDO’s number. For Final Appeal, one 12 digit appeal number is allotted to him which is unique for Final Appeal. He can use this appeal number in future to track appeal or any complaints regarding this appeal. For Final Appeal, Appeal Number starts with ‘F’alphabate. This appeal number is mentioned in ‘Final Appeal Details’ box. See screenshot mentioned as below. ‘Print’ button is available, to get print of this page, click on ‘print’ button.


Step 20: After Final Appeal Submission, Secretary will reply on this final appeal, which will be as follows:- SMS will be sent to Employee and DDO when Secretary will reply to final appeal. Secretary’s reply mentioned in ‘Reply to Final Appeal’ box with reply comment and reply date. ‘Print’ button is available, to get print of this page, click on ‘print’ button.


Important Notes

Please read above all steps carefully and then follow it properly. All Complaint No. , First Appeal No and Final Appeal No. are different for each complaint. ‘Print’ button is available for all reports and necessary pages, to get print of a page, click

on ‘print’ button. Service book id and Complaint Number are important to keep track of complaints.

Grievance Module User Manual for DDO - MAHAKOSH...Vetanika - Grievance Redressal Module User Manual...

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