{ "common": { "submit": "Submit", "cancel": "Cancel", "search": "Search", "loading": "Loading...", "error": "Error", "success": "Success", "required": "Required", "optional": "Optional", "anonymous": "Anonymous", "yes": "Yes", "no": "No" }, "header": { "title": "Cooperative Bank of Oromia", "complaint_system": "Complaint Management System" }, "languages": { "en": "English", "am": "አማርኛ", "or": "Afaan Oromo", "so": "Somali", "ti": "ትግርኛ" }, "home": { "hero_title": "Your Voice Matters,", "hero_subtitle": "Your Bank Listens.", "hero_description": "Report issues, share feedback, and track your complaints with our secure and confidential system.", "report_issue": "Report an Issue", "track_report": "Track My Report", "learn_more": "Learn More", "what_you_can_report": "What You Can Report", "how_it_works": "How It Works", "privacy_safety": "Your Privacy & Safety", "contact_information": "Contact Information", "quick_links": "Quick Links", "sla_title": "Our Service Commitments", "sla_item1_title": "24 Hour Response", "sla_item1_desc": "Initial acknowledgment within 24 hours", "sla_item1_detail": "All complaints acknowledged", "sla_item2_title": "Service Issues", "sla_item2_desc": "Resolved within 2-3 days", "sla_item2_detail": "Standard service complaints", "sla_item3_title": "Urgent Issues", "sla_item3_desc": "Resolved within 24-48 hours", "sla_item3_detail": "Safety and fraud concerns", "sla_item4_title": "Ethics Cases", "sla_item4_desc": "Resolved within 7 days", "sla_item4_detail": "Thorough investigation required", "reassurance_anonymous_title": "Anonymous Option", "reassurance_anonymous_desc": "Report anonymously if you prefer complete privacy", "reassurance_retaliation_title": "No Retaliation", "reassurance_retaliation_desc": "Protected reporting environment with strict confidentiality", "reassurance_professional_title": "Professional Handling", "reassurance_professional_desc": "Trained staff handle all complaints with care and respect" }, "categories": { "service": "Service Issues", "ethics": "Ethics & Conduct", "safety": "Safety Concerns", "fraud": "Fraud & Misconduct", "atm_issues": "ATM Issues", "reconciliation": "Reconciliation", "corruption": "Corruption", "service_description": "Long wait times, poor service quality, system outages", "service_examples": "Teller delays, system downtime, service quality", "ethics_description": "Unethical behavior, discrimination, harassment", "ethics_examples": "Staff misconduct, unfair treatment, policy violations", "fraud_description": "Suspicious activities, financial irregularities", "fraud_examples": "Unauthorized transactions, suspicious behavior, financial crimes", "atm_issues_description": "ATM malfunctions, card problems, transaction errors", "atm_issues_examples": "Cash not dispensed, card stuck, incorrect amounts", "reconciliation_description": "Account discrepancies, balance issues", "reconciliation_examples": "Missing transactions, incorrect balances, statement errors", "corruption_description": "Suspicious or unauthorized changes to account data, balances, or transaction history", "corruption_examples": "Unexplained balance drops, altered transaction records, duplicate entries, tampered statements", "other": "Other" }, "how": { "scan": "Scan QR Code", "scan_details": "Scan the QR code at any branch location or visit our website", "fill_details": "Fill in Details", "fill_details_details": "Fill out the secure form with your complaint details and supporting information", "get_id": "Get Case ID", "get_id_details": "Get a unique case ID to track your complaint progress", "finish": "Leave the rest to us", "finish_details": "We will investigate and resolve your complaint promptly" }, "report": { "district": "District", "branch": "Branch", "department": "Department", "title": "Report an Issue", "description": "Your feedback helps us improve our services. All reports are treated confidentially.", "basic_info": "Basic Information", "basic_info_desc": "Tell us about the issue you're experiencing", "location": "Location", "category": "Issue Category", "category_placeholder": "Select the type of issue", "common_issues": "Common Issues (select all that apply)", "descriptionDetailed": "Detailed Description", "description_placeholder": "Please provide a detailed description of the issue...", "person_involved": "Person Involved (Optional)", "person_involved_placeholder": "Name or description of person involved (if applicable)", "supporting_evidence": "Supporting Evidence", "evidence_desc": "Upload photos, documents, or record a voice message", "Record_Video":"Record Video", "upload_file": "Upload File", "take_photo": "Take Photo", "voice_message": "Voice Message", "listen_to_voice_message": "Listen to Voice Message", "recording": "Recording...", "privacy_contact": "Privacy & Contact", "privacy_desc": "Choose how you'd like us to handle your report", "submit_anonymously": "Submit anonymously", "your_name": "Your Name", "contact_info": "Contact Information", "contact_info_placeholder": "Please enter your phone number", "your_name_placeholder": "Please enter your name", "privacy_guarantee": "Privacy Guarantee: Your information is protected and will only be used to investigate and resolve your complaint. We have a strict no-retaliation policy.", "submit_report": "Submit Report", "success_title": "Report Submitted Successfully", "success_desc": "Your complaint has been received and is being processed.", "case_id": "Your Case ID:", "save_id": "Please save this ID to track your complaint status", "sla_promise": "SLA Promise: We'll acknowledge your complaint as soon as we can .", "return_home": "Return Home", "download_case_number": "Download Case Number", "phone_number": "Phone Number", "email": "Email", "date": "Date" }, "track": { "title": "Track Your Report", "description": "Enter your case ID or phone number to check the status of your complaint", "search_title": "Search for Your Report", "search_desc": "Use your case ID (e.g., CBO-2024-001234) or the phone number you provided", "search_placeholder": "Enter case ID or phone number...", "searching": "Searching...", "case_number": "Case #", "submitted": "Submitted", "assigned_team": "Assigned Team", "sla_due": "SLA Due", "sla_status": "SLA Status", "expected_resolution": "Expected resolution by", "updates_messages": "Updates & Messages", "communication_history": "Communication history for your case", "no_report_found": "No report found with that case ID or phone number. Please check your information and try again.", "need_help": "Need Help?", "contact_support": "Contact Support", "status_meanings": "Status Meanings", "status_new": "New: Just received, being reviewed", "status_working": "In Progress: Under investigation", "status_resolved": "Resolved: Issue has been addressed", "search_required_title": "Search Required", "search_required_desc": "Please enter a case ID or phone number to search.", "complaint_found": "Complaint Found", "found_case": "Found complaint", "unable_to_search": "Unable to search at this time. Please try again later or contact support.", "search_failed": "Search Failed", "search_failed_desc": "Unable to search for your complaint. Please try again.", "customer_visible": "Customer Visible", "resolved_on": "Resolved On", "status_submitted_desc": "Just received, being reviewed", "status_acknowledged_desc": "Confirmed", "status_in_progress_desc": "Under active investigation", "status_escalated_desc": "Referred to higher authority", "status_resolved_desc": "Issue has been addressed", "status_closed_desc": "Case completed", "SLA_Status":"SLA Status:", "SLA_update_desc":"No updates available yet. We'll post updates here as we work on your case." }, "admin": { "title": "Admin Dashboard", "description": "Complaint Management System Overview", "export_sla": "Export SLA Breaches", "overview": "Overview", "all_complaints": "All Complaints", "analytics": "Analytics", "total_complaints": "Total Complaints", "active_cases": "Active Cases", "sla_breaches": "SLA Breaches", "resolution_rate": "Resolution Rate", "requires_attention": "Requires attention", "immediate_action": "Immediate action needed", "this_month": "This month", "sla_breaches_alert": "SLA Breaches Requiring Immediate Attention", "filters": "Filters", "status": "Status", "sla_status": "SLA Status", "assigned_agent": "Assigned Agent", "branch": "Branch", "complaints_count": "Complaints", "manage_track": "Manage and track all complaint cases", "case_id": "Case ID", "category": "Category", "priority": "Priority", "actions": "Actions", "view_details": "View Details", "complaints_by_category": "Complaints by Category", "category_distribution": "Distribution of complaint types", "monthly_trends": "Monthly Trends", "received_vs_resolved": "Complaints received vs resolved" }, "agent": { "title": "Agent Dashboard", "description": "Manage your assigned complaints", "active_cases": "Active Cases", "my_assigned_cases": "My Assigned Cases", "cases_requiring_attention": "Cases requiring your attention", "remaining": "remaining", "submitted_date": "Submitted Date", "customer_contact": "Customer Contact", "sla_remaining": "remaining until resolution deadline", "update_case": "Update Case", "change_status_comments": "Change status and add comments", "update_status": "Update Status", "select_new_status": "Select new status", "add_comment": "Add Comment", "comment_placeholder": "Add a comment about the progress or resolution...", "mark_resolved": "Mark as Resolved", "escalate": "Escalate", "communication_history": "Communication History", "previous_updates": "Previous updates and comments" }, "status": { "new": "New", "working": "In Progress", "resolved": "Resolved", "closed": "Closed", "escalated": "Escalated" }, "priority": { "low": "Low", "medium": "Medium", "high": "High", "critical": "Critical" }, "sla": { "on_track": "On Track", "breached": "Breached" } }