Frequently Asked Question
What you need to check status
Your reference number (shown on the confirmation screen after submission and in the acknowledgement email if provided).
Track your grievance in minutes
From the landing page, open “Track status”.
Enter your reference number (and, if requested, the email you used).
Complete the human-verification (captcha) and click View status.
You’ll see the current stage, last update, and any actions taken.
What the status labels mean (plain-language)
Received/Acknowledged: We got your grievance and recorded the details.
Under review/Triage: We’re validating facts and routing to the right team.
Assigned/In progress: A case handler is working on it.
Info requested: We need more details or documents from you. You can add them on the status page (web form) using “Add information”.
Resolved: An action has been taken. Open the status page to read the outcome.
Closed: The case is finished. Reasons will be shown, and any follow-up steps are listed.
Reopened: The case was reopened after new information or an appeal.
Adding information or documents later (web only)
Open your case on the status page and click “Add information” to post a message or upload files. Your update is time-stamped and becomes part of the case record.
If the button is not visible (for example, after closure), you may need to submit a new grievance referencing your original number.
If you lost your reference number
Search your inbox for the acknowledgement message.
If you created a portal passcode during submission (where available), sign in to view your cases.
Still can’t find it? Use “Help with a missing reference” on the status page and provide the email used, approximate submission date, and location—support will respond via the website.
Typical timeframes and escalation
Timeframes vary by category and complexity. The status page shows if a response date is approaching or overdue.
If your case seems stuck past the indicated target date, the status page offers an “Ask for an update” or “Escalate” option (where enabled). Your request is logged and routed to a supervisor.
Privacy and visibility of your case online
The public website never shows your personal details. Only you (with the reference number) and authorized staff can see case content.
If you submitted anonymously, you can still track status, but the platform cannot contact you directly. Check the status page periodically for changes.
Sensitive cases are visible only to specially authorized staff; details are minimized to protect safety.
Accessibility and language
The status page supports keyboard navigation, screen readers, and adjustable text size.
You can switch languages at the top of the page; status labels and instructions will update accordingly.
Troubleshooting (web only)
Page won’t load: refresh, clear cache, or try another modern browser.
Reference not found: confirm you typed it exactly as shown (including dashes); check you’re using the correct language site if there are multiple portals.
File upload errors: check allowed file types and size; compress large images or PDFs and retry on the status page.