Grievance Type
https://publicschema.org/vocab/sp/grievance-type
Categories describing the primary issue raised in a grievance record handled through a program's redress mechanism.
Values
| Code | Label | Standard code | Definition |
|---|---|---|---|
exclusion_error | Exclusion error | A complaint that an eligible person or household was wrongly excluded from a program, benefit, or service. | |
inclusion_error | Inclusion error | A report that an ineligible person or household is receiving benefits or services they should not be entitled to. | |
payment_complaint | Payment complaint | A complaint about delayed, missing, incorrect, or incomplete benefit payments. | |
data_correction | Data correction | A grievance seeking correction of inaccurate or outdated program data, such as a misspelled name, wrong date of birth, or incorrect disability status. | |
appeal | Appeal | A formal request to review an administrative decision, such as an eligibility determination, benefit calculation, or exit decision. | |
service_quality | Service quality | A complaint about the quality, accessibility, or timeliness of services provided by the program or its agents. | |
misconduct | Misconduct | An allegation of fraud, corruption, exploitation, abuse, harassment, or other improper behavior by program staff or agents. | |
other | Other | A grievance whose primary issue does not fit the named categories, or has not yet been classified. |
Referenced by this vocabulary
- ISO 10002 International Organization for Standardization, 2018
- World Bank GRM Guidance World Bank, 2022
- WB Sourcebook Ch.8 World Bank, 2020
Other references
- World Bank Sourcebook on the Foundations of Social Protection Delivery Systems, Chapter 8 prose guidance Chapter 8 covers grievance redress mechanisms in social protection delivery, organizing grievance types along delivery chain phases.
- World Bank Grievance Redress Mechanisms Guidance Note prose guidance Distinguishes formal grievance handling from broader inquiry and feedback channels. This vocabulary covers the issue category once a case is treated as a grievance.
- ISO 10002 - Quality management, Complaints handling prose guidance
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