Complaint and Appeal SOP

Handling stages

1. The complaint is received and assigned a ticket number.
2. An admin validates the content, category, destination unit, and priority.
3. The complaint is assigned to the authorized unit or officer.
4. The reporter can view status and history using an access token.
5. The resolution is recorded together with the response and follow-up evidence.
6. The reporter may submit an appeal for review by an admin or designated reviewer.

Service target

The initial response target is three calendar days. Units may set stricter targets based on priority.

Reporter privacy and protection

Reporters may choose to remain anonymous. Identity data is used only for clarification and handling communication.