# Standard Operating Procedure (SOP) For GRAMMS Complaints Mechanism

## Background
In GRAMMS, vendors and project managers are able to submit a complaint against anyone involved in the GRM process. The complaint can be on observation, requisition or general complaint. PMU receives the complaint and fixes the issue or raises it to the government's consideration.

## GRAMMS Complaints Workflow
Starting from the submission by vendors or project managers, until closing the complaint by relevant party, the complaint workflow can be summarized as follows:


## Using GRAMMS Complaints
### Create complaint
Vendors and project managers have the option to create complaints from the top menu of GRAMMS, the complaint has description and relevant documents. The complaint is created with draft status in the beginning, draft complaint is not visible to anyone other than the complainer.


### Delete complaint before submit
Draft complaints can be deleted by the creator before submitting it to PMU.


### Submit complaint to PMU
When the complainer is ready to submit the complaint to the PMU, they should click on the submit button. After submitting the complaint to the PMU, the complaint reviewer will receive an email notification about the complaint. Submitted complaints are only visible by PMU and it is not visible for GoP or GoI.

### Complaints details
Click on complaint Id to access the complaint details page, you can view all complaint details and you have a conversation box in which you are able to have a conversation with the complainer.


### Acknowledge complaint
PMU complaint reviewers review the complaint and they click on the acknowledge button which closes the complaint and will send the complainer an email with the following text: "PMU has acknowledged your submission but does not consider this case to be a complaint"


### Verify or return the complaint by PMU complaint reviewer
When the complaint is verified by the PMU complaint reviewer, it will be sent to the PMU complaint manager for review, otherwise the PMU complaint reviewer can return the complaint to the complainer with comments.


### Release the complaint by PMU complaint manager
The PMU complaint manager reviews the complaint, and they can release it to GoP or return it to the PMU complaint reviewer with comments for further review.


### Approve or reject the complaint by GoP
GoP can approve the complaint, which escalates the complaint to GoI, or they can close the complaint by rejecting it with comments.


### Archive the complaint by GoI
GoI reviews the complaint, and they can only archive it, which closes the complaint and no further action can be taken.


PMU / UNOPS - Standard Operating Procedure (SOP) For GRAMMS Complaints, 2021