The Complaint Category Administrator role has access to only those ‘categories’ of complaints for which they are on the escalation path (L1, L2, L3). They do not have access to the other complaints. Also, this role does not allow the user to configure the complaint box settings like escalation path, adding categories etc.
The Complaint Box Administrator role has access to all the complaints irrespective of their categories and also can modify the settings of the complaintbox.