How does escalation matrix work for Complaints?

In ApnaComplex, complaints can be assigned to a primary (Level 1) owner and can be escalated to two next levels automatically. These levels are called Level 2 and Level 3 respectively. Administrators can assign Level 1, Level 2 and Level 3 owners.

Once the Level 1, Level 2 and Level 3 owners are defined, here is the how this works:

1. Any complaint of a given category will by default be assigned and notified by email to the Level 1 Owner of that category.
2. If the complaint is not resolved with in X number of days (X is the the number presented in the “Escalation window to L2” field), the complaint will be escalated to Level 2 owner by email.
3. If the complaint is not resolved with in Y number of days (Y is the the number presented in the “Escalation window to L3” field), the complaint will be escalated to Level 3 owner by email.

At every escalation, L1/L2/L3 owners can receive SMS notifications as well if the SMS checkbox was selected at the time of defining escalation paths.

Please note that specifying L2, L3 levels is not mandatory. Once can just set Level 1 owner or only Level 1 and Level 2 owners based on your society needs.

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