Maybeach e-Grievance gives every complaint a name, a number and an owner - so the person who raised it can see what is happening, and the people running the programme can see where the problems really are.
Most complaints are lost in the gap between the person who has the problem and the officer who can fix it. A call is made and not written down. A letter is received and passed on. Nobody can say who is handling it, or whether it was ever handled at all.
Maybeach e-Grievance closes that gap. A complaint can be filed in whatever way suits the person - online, on a phone in the field, by email, or by an officer taking a call. From that moment it has a tracking number, a category, a due date and a named person responsible. Nothing moves without being recorded, and the person who complained can check on it at any time.
It is one system serving two very different readers: the citizen, who wants to know what happened to their complaint, and the programme, which has to show a ministry, a board or a funder exactly how complaints were handled.
Five steps. The same five every time, whoever is complaining.
Through a web form, a form embedded in another website, a phone in the field, an email, a call centre or a walk-in desk.
The complaint gets a unique tracking number straight away, so it can be followed up.
It is sorted by type and urgency, then assigned to the desk or officer who can act on it.
The officer records what was done. The person who complained is told the outcome.
The case closes with its full history behind it - and can be re-opened if the person is not satisfied.
Plainly, and without a manual.
Web, mobile, email, call centre, or an officer writing it down for you. Every route ends up in the same place.
One reference per complaint. Quote it and you get the current position, without having to tell the whole story again.
Anonymous complaints are accepted and handled like any other - which matters when the complaint is about someone with power over you.
Each complaint is typed, graded for urgency and routed to the department and officer responsible for that kind of case.
Every case carries the date it is due. Anything running late is visible to the people who can do something about it.
Complaints are recorded by state, local government and site, so patterns show up on a map instead of in a pile of paper.
Field officers can take complaints on a phone or tablet at community level, where most of them are actually made.
How many complaints, of what kind, from where, resolved how quickly, by whom - broken down any way you need it, and exportable for management, oversight bodies and development partners.
A widget drops into the site you already have, so people complain where they already are instead of being sent somewhere else to do it.
A GraphQL interface lets your portal, your M&E system or your call centre read and raise cases directly, so nobody is copying complaints between systems by hand.
Complaints about the same thing can be linked to a parent case, so a single problem is answered once rather than five times over.
Access is controlled by role, and every action on a case is kept - who did what, and when.
Reports of gender-based violence, or of sexual exploitation, abuse and harassment, carry a risk to the person who makes them. They are handled in a separate, restricted part of the system:
The system holds the health, legal, shelter and counselling services available in each state and local government - with a contact name and number - so an officer can send a survivor to real help nearby, not to a national hotline.
Each deployment taught us something the next one needed. This is the line it followed.
Work on Nigeria's national social register put us in front of the hardest version of the problem: millions of households, spread across every state, who needed a way to raise a complaint about a programme meant to help them.
A World Bank-supported programme paying grants to women's groups electronically. Money moving to individuals brings questions about money - and needs a complaint route that reaches women in rural communities, not only those who can travel to an office.
A full grievance redress mechanism, and beside it a separate, restricted case management system for gender-based violence and for sexual exploitation, abuse and harassment. In 2026 we added an AI assistant that answers from the programme's own documents and keeps itself current as those documents change.
The service delivery office for the Nigerian public service now takes complaints about federal ministries, departments and agencies through the platform - launched in March 2026.
e-Grievance runs on dev1kit (d1kit), the application platform Maybeach has been building since 2012. Your complaint categories, your stages, your forms, your approval chain and your reports are configuration - not a fresh software project.
That is why a programme can be live in weeks rather than quarters, and why a change of policy halfway through does not mean starting again.
Any organisation that owes an answer to the people it serves:
Tell us how complaints reach you today, and we will show you what the same week would look like on e-Grievance.
