There is a proper escalation matrix in our working system. Different levels / hierarchies can be created smoothly to get work completed within stipulated time period. Any complaint of a given category will be assigned to first level by default. If however, the same is not resolved, it will pass on to the next hierarchy. This is to make sure that there is a seamless work flow system. The escalation window keeps record of all the actions taken by different levels at different point of time.