Raimati Sends a Complaint by SMS

  1. Raimati lives in the village of Lima in the GP of Lima in the block of Kundra. She is sending her children to school every day, but for the last 15 days, the school has been closed.
  2. Raimati sends the following SMS to 9437582015:

    16-10-21 Raimati The school is closed for 15 days.
    (The message can be in Oriya)

    The first three numbers are the location codes from her husband’s MGNREGA job card. These numbers indicate that she lives in the Kundra block (16), the Lima GP (10), and the village of Lima (21).

    Then Raimati must put her name, followed by her complaint.
  3. The CMH staff calls Raimati back and confirms the details of her complaint.
  4. Raimati gets an SMS on her mobile that acknowledges her complaint and assigns her a complaint ID number.
  5. An education department official logs in to the SAMADHAN website and marks Raimati’s complaint as “open”. This means the department has taken up the complaint and is working to resolve it.
  6. Raimati gets an SMS on her mobile that tells her the education department is working on her complaint and it will be resolved within 7 days.
  7. The education department works with the teacher to open the school in Lima village.
  8. An education department official logs in to the SAMADHAN website and marks Raimati’s complaint as resolved.
  9. Raimati gets an SMS on her mobile that tells her the complaint is now resolved and that if she is not satisfied she should contact the CMH immediately.
  10. After 7 days, Raimati’s complaint is automatically closed by the SAMADHAN system.
  11. Raimati receives a final SMS telling her the complaint has been closed.