Anambra State GRM – MDA Service Level Agreement (SLA) Intake Form

This form is to be completed by designated Grievance Officers of BEE MDAs. Your responses will be used to configure your Ministry/Agency's Service Level Agreement (SLA) on the Anambra State Grievance Redress System (GRS) Portal. Please answer all questions as accurately as possible. Submissions are due no later than 12 July 2026.

Ministry / Agency Name *

Name of Grievance Officer *

Designation / Job Title of Grievance Officer *

Official Email Address of Grievance Officer *

Official Phone Number of Grievance Officer *

What categories of services does your Ministry/Agency provide to the public? *

If 'Other', please specify your service category

What is your Ministry/Agency's standard response time for a simple grievance (e.g. wrong information, missing document)? *

What is your standard response time for a complex grievance (e.g. disputed decision, delayed service)? *

What is your escalation timeline — how long before an unresolved grievance is escalated to a senior officer? *

Does your Ministry/Agency have an existing grievance handling procedure? *

Does your Ministry/Agency have a dedicated complaints desk or unit? *

Which of the following channels does your Ministry/Agency currently use to receive complaints from the public? *

If 'Other', please specify your complaints channels

How does your Ministry/Agency currently record and track complaints? *

Is your Ministry/Agency willing to commit to producing monthly GRM reports to ANdotICTA? *

What challenges does your Ministry/Agency foresee in implementing the GRM?

Any other information or requests you would like ANdotICTA to be aware of?

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