diff --git a/apps/accounts/migrations/0001_initial.py b/apps/accounts/migrations/0001_initial.py
index 67f5b30..85e0527 100644
--- a/apps/accounts/migrations/0001_initial.py
+++ b/apps/accounts/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.utils.timezone
 import uuid
diff --git a/apps/accounts/migrations/0002_initial.py b/apps/accounts/migrations/0002_initial.py
index 3d923a7..7467e3b 100644
--- a/apps/accounts/migrations/0002_initial.py
+++ b/apps/accounts/migrations/0002_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 from django.conf import settings
diff --git a/apps/accounts/migrations/0003_user_explanation_notification_channel_and_more.py b/apps/accounts/migrations/0003_user_explanation_notification_channel_and_more.py
new file mode 100644
index 0000000..7b55378
--- /dev/null
+++ b/apps/accounts/migrations/0003_user_explanation_notification_channel_and_more.py
@@ -0,0 +1,33 @@
+# Generated by Django 6.0.1 on 2026-01-12 18:30
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('accounts', '0002_initial'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='user',
+            name='explanation_notification_channel',
+            field=models.CharField(choices=[('email', 'Email'), ('sms', 'SMS'), ('both', 'Both')], default='email', help_text='Preferred channel for explanation requests', max_length=10),
+        ),
+        migrations.AddField(
+            model_name='user',
+            name='notification_email_enabled',
+            field=models.BooleanField(default=True, help_text='Enable email notifications'),
+        ),
+        migrations.AddField(
+            model_name='user',
+            name='notification_sms_enabled',
+            field=models.BooleanField(default=False, help_text='Enable SMS notifications'),
+        ),
+        migrations.AddField(
+            model_name='user',
+            name='preferred_notification_channel',
+            field=models.CharField(choices=[('email', 'Email'), ('sms', 'SMS'), ('both', 'Both')], default='email', help_text='Preferred notification channel for general notifications', max_length=10),
+        ),
+    ]
diff --git a/apps/ai_engine/migrations/0001_initial.py b/apps/ai_engine/migrations/0001_initial.py
index 3f4e143..5b7fbd5 100644
--- a/apps/ai_engine/migrations/0001_initial.py
+++ b/apps/ai_engine/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/analytics/migrations/0001_initial.py b/apps/analytics/migrations/0001_initial.py
index 66e3d3d..5dad3d1 100644
--- a/apps/analytics/migrations/0001_initial.py
+++ b/apps/analytics/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/appreciation/migrations/0001_initial.py b/apps/appreciation/migrations/0001_initial.py
index 572d681..2816c46 100644
--- a/apps/appreciation/migrations/0001_initial.py
+++ b/apps/appreciation/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/callcenter/migrations/0001_initial.py b/apps/callcenter/migrations/0001_initial.py
index 27f9002..981d56b 100644
--- a/apps/callcenter/migrations/0001_initial.py
+++ b/apps/callcenter/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/complaints/forms.py b/apps/complaints/forms.py
index ab0e771..ba845d6 100644
--- a/apps/complaints/forms.py
+++ b/apps/complaints/forms.py
@@ -254,6 +254,153 @@ class PublicComplaintForm(forms.ModelForm):
         return cleaned_data
 
 
+class SLAConfigForm(forms.ModelForm):
+    """Form for creating and editing SLA configurations"""
+
+    class Meta:
+        model = ComplaintSLAConfig
+        fields = ['hospital', 'severity', 'priority', 'sla_hours', 'reminder_hours_before', 'is_active']
+        widgets = {
+            'hospital': forms.Select(attrs={'class': 'form-select'}),
+            'severity': forms.Select(attrs={'class': 'form-select'}),
+            'priority': forms.Select(attrs={'class': 'form-select'}),
+            'sla_hours': forms.NumberInput(attrs={'class': 'form-control', 'min': '1'}),
+            'reminder_hours_before': forms.NumberInput(attrs={'class': 'form-control', 'min': '0'}),
+            'is_active': forms.CheckboxInput(attrs={'class': 'form-check-input'}),
+        }
+
+    def __init__(self, *args, **kwargs):
+        user = kwargs.pop('user', None)
+        super().__init__(*args, **kwargs)
+
+        # Filter hospitals based on user role
+        if user and not user.is_px_admin() and user.hospital:
+            self.fields['hospital'].queryset = Hospital.objects.filter(id=user.hospital.id)
+            self.fields['hospital'].initial = user.hospital
+            self.fields['hospital'].widget.attrs['readonly'] = True
+
+    def clean(self):
+        cleaned_data = super().clean()
+        hospital = cleaned_data.get('hospital')
+        severity = cleaned_data.get('severity')
+        priority = cleaned_data.get('priority')
+        sla_hours = cleaned_data.get('sla_hours')
+        reminder_hours = cleaned_data.get('reminder_hours_before')
+
+        # Validate SLA hours is positive
+        if sla_hours and sla_hours <= 0:
+            raise ValidationError({'sla_hours': 'SLA hours must be greater than 0'})
+
+        # Validate reminder hours < SLA hours
+        if sla_hours and reminder_hours and reminder_hours >= sla_hours:
+            raise ValidationError({'reminder_hours_before': 'Reminder hours must be less than SLA hours'})
+
+        # Check for unique combination (excluding current instance when editing)
+        if hospital and severity and priority:
+            queryset = ComplaintSLAConfig.objects.filter(
+                hospital=hospital,
+                severity=severity,
+                priority=priority
+            )
+            if self.instance.pk:
+                queryset = queryset.exclude(pk=self.instance.pk)
+            if queryset.exists():
+                raise ValidationError(
+                    'An SLA configuration for this hospital, severity, and priority already exists.'
+                )
+
+        return cleaned_data
+
+
+class EscalationRuleForm(forms.ModelForm):
+    """Form for creating and editing escalation rules"""
+
+    class Meta:
+        model = EscalationRule
+        fields = [
+            'hospital', 'name', 'description', 'escalation_level', 'max_escalation_level',
+            'trigger_on_overdue', 'trigger_hours_overdue',
+            'reminder_escalation_enabled', 'reminder_escalation_hours',
+            'escalate_to_role', 'escalate_to_user',
+            'severity_filter', 'priority_filter', 'is_active'
+        ]
+        widgets = {
+            'hospital': forms.Select(attrs={'class': 'form-select'}),
+            'name': forms.TextInput(attrs={'class': 'form-control'}),
+            'description': forms.Textarea(attrs={'class': 'form-control', 'rows': 3}),
+            'escalation_level': forms.NumberInput(attrs={'class': 'form-control', 'min': '1'}),
+            'max_escalation_level': forms.NumberInput(attrs={'class': 'form-control', 'min': '1'}),
+            'trigger_on_overdue': forms.CheckboxInput(attrs={'class': 'form-check-input'}),
+            'trigger_hours_overdue': forms.NumberInput(attrs={'class': 'form-control', 'min': '0'}),
+            'reminder_escalation_enabled': forms.CheckboxInput(attrs={'class': 'form-check-input'}),
+            'reminder_escalation_hours': forms.NumberInput(attrs={'class': 'form-control', 'min': '0'}),
+            'escalate_to_role': forms.Select(attrs={'class': 'form-select', 'id': 'escalate_to_role'}),
+            'escalate_to_user': forms.Select(attrs={'class': 'form-select'}),
+            'severity_filter': forms.Select(attrs={'class': 'form-select'}),
+            'priority_filter': forms.Select(attrs={'class': 'form-select'}),
+            'is_active': forms.CheckboxInput(attrs={'class': 'form-check-input'}),
+        }
+
+    def __init__(self, *args, **kwargs):
+        user = kwargs.pop('user', None)
+        super().__init__(*args, **kwargs)
+
+        # Filter hospitals based on user role
+        if user and not user.is_px_admin() and user.hospital:
+            self.fields['hospital'].queryset = Hospital.objects.filter(id=user.hospital.id)
+            self.fields['hospital'].initial = user.hospital
+            self.fields['hospital'].widget.attrs['readonly'] = True
+
+        # Filter users for escalate_to_user field
+        from apps.accounts.models import User
+        if user and user.is_px_admin():
+            self.fields['escalate_to_user'].queryset = User.objects.filter(is_active=True)
+        elif user and user.hospital:
+            self.fields['escalate_to_user'].queryset = User.objects.filter(
+                is_active=True,
+                hospital=user.hospital
+            )
+        else:
+            self.fields['escalate_to_user'].queryset = User.objects.none()
+
+    def clean(self):
+        cleaned_data = super().clean()
+        escalate_to_role = cleaned_data.get('escalate_to_role')
+        escalate_to_user = cleaned_data.get('escalate_to_user')
+
+        # If role is 'specific_user', user must be specified
+        if escalate_to_role == 'specific_user' and not escalate_to_user:
+            raise ValidationError({'escalate_to_user': 'Please select a user when role is set to Specific User'})
+
+        return cleaned_data
+
+
+class ComplaintThresholdForm(forms.ModelForm):
+    """Form for creating and editing complaint thresholds"""
+
+    class Meta:
+        model = ComplaintThreshold
+        fields = ['hospital', 'threshold_type', 'threshold_value', 'comparison_operator', 'action_type', 'is_active']
+        widgets = {
+            'hospital': forms.Select(attrs={'class': 'form-select'}),
+            'threshold_type': forms.Select(attrs={'class': 'form-select'}),
+            'threshold_value': forms.NumberInput(attrs={'class': 'form-control', 'step': '0.1'}),
+            'comparison_operator': forms.Select(attrs={'class': 'form-select'}),
+            'action_type': forms.Select(attrs={'class': 'form-select'}),
+            'is_active': forms.CheckboxInput(attrs={'class': 'form-check-input'}),
+        }
+
+    def __init__(self, *args, **kwargs):
+        user = kwargs.pop('user', None)
+        super().__init__(*args, **kwargs)
+
+        # Filter hospitals based on user role
+        if user and not user.is_px_admin() and user.hospital:
+            self.fields['hospital'].queryset = Hospital.objects.filter(id=user.hospital.id)
+            self.fields['hospital'].initial = user.hospital
+            self.fields['hospital'].widget.attrs['readonly'] = True
+
+
 class ComplaintForm(forms.ModelForm):
     """
     Form for creating complaints by authenticated users.
diff --git a/apps/complaints/migrations/0001_initial.py b/apps/complaints/migrations/0001_initial.py
index d856b47..23a92f4 100644
--- a/apps/complaints/migrations/0001_initial.py
+++ b/apps/complaints/migrations/0001_initial.py
@@ -1,5 +1,4 @@
-# Generated by Django 6.0.1 on 2026-01-15 12:02
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/complaints/migrations/0002_initial.py b/apps/complaints/migrations/0002_initial.py
index 78f119d..2f57c66 100644
--- a/apps/complaints/migrations/0002_initial.py
+++ b/apps/complaints/migrations/0002_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 from django.conf import settings
diff --git a/apps/complaints/migrations/0003_initial.py b/apps/complaints/migrations/0003_initial.py
index b38faa2..8f9537a 100644
--- a/apps/complaints/migrations/0003_initial.py
+++ b/apps/complaints/migrations/0003_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 from django.conf import settings
diff --git a/apps/complaints/migrations/0004_add_second_reminder_sent_at.py b/apps/complaints/migrations/0004_add_second_reminder_sent_at.py
new file mode 100644
index 0000000..d1586b1
--- /dev/null
+++ b/apps/complaints/migrations/0004_add_second_reminder_sent_at.py
@@ -0,0 +1,68 @@
+# Generated by Django 6.0.1 on 2026-01-13 20:10
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0003_initial'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaint',
+            name='second_reminder_sent_at',
+            field=models.DateTimeField(blank=True, help_text='Second SLA reminder timestamp', null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintslaconfig',
+            name='second_reminder_enabled',
+            field=models.BooleanField(default=False, help_text='Enable sending a second reminder'),
+        ),
+        migrations.AddField(
+            model_name='complaintslaconfig',
+            name='second_reminder_hours_before',
+            field=models.IntegerField(default=6, help_text='Send second reminder X hours before deadline'),
+        ),
+        migrations.AddField(
+            model_name='complaintslaconfig',
+            name='thank_you_email_enabled',
+            field=models.BooleanField(default=False, help_text='Send thank you email when complaint is closed'),
+        ),
+        migrations.AddField(
+            model_name='escalationrule',
+            name='escalation_level',
+            field=models.IntegerField(default=1, help_text='Escalation level (1 = first level, 2 = second, etc.)'),
+        ),
+        migrations.AddField(
+            model_name='escalationrule',
+            name='max_escalation_level',
+            field=models.IntegerField(default=3, help_text='Maximum escalation level before stopping (default: 3)'),
+        ),
+        migrations.AddField(
+            model_name='escalationrule',
+            name='reminder_escalation_enabled',
+            field=models.BooleanField(default=False, help_text='Enable escalation after reminder if no action taken'),
+        ),
+        migrations.AddField(
+            model_name='escalationrule',
+            name='reminder_escalation_hours',
+            field=models.IntegerField(default=24, help_text='Escalate X hours after reminder if no action'),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='reminder_sent_at',
+            field=models.DateTimeField(blank=True, help_text='First SLA reminder timestamp', null=True),
+        ),
+        migrations.AlterField(
+            model_name='complaintslaconfig',
+            name='reminder_hours_before',
+            field=models.IntegerField(default=24, help_text='Send first reminder X hours before deadline'),
+        ),
+        migrations.AlterField(
+            model_name='escalationrule',
+            name='escalate_to_role',
+            field=models.CharField(choices=[('department_manager', 'Department Manager'), ('hospital_admin', 'Hospital Admin'), ('px_admin', 'PX Admin'), ('ceo', 'CEO'), ('specific_user', 'Specific User')], help_text='Role to escalate to', max_length=50),
+        ),
+    ]
diff --git a/apps/complaints/migrations/0005_complaintexplanation_escalated_at_and_more.py b/apps/complaints/migrations/0005_complaintexplanation_escalated_at_and_more.py
new file mode 100644
index 0000000..f1cfc1d
--- /dev/null
+++ b/apps/complaints/migrations/0005_complaintexplanation_escalated_at_and_more.py
@@ -0,0 +1,62 @@
+# Generated by Django 6.0.1 on 2026-01-14 12:36
+
+import django.db.models.deletion
+import uuid
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0004_add_second_reminder_sent_at'),
+        ('organizations', '0004_staff_location_staff_name_staff_phone'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaintexplanation',
+            name='escalated_at',
+            field=models.DateTimeField(blank=True, help_text='When explanation was escalated to manager', null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintexplanation',
+            name='escalated_to_manager',
+            field=models.ForeignKey(blank=True, help_text="Escalated to this explanation (manager's explanation request)", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='escalated_from_staff', to='complaints.complaintexplanation'),
+        ),
+        migrations.AddField(
+            model_name='complaintexplanation',
+            name='is_overdue',
+            field=models.BooleanField(db_index=True, default=False, help_text='Explanation request is overdue'),
+        ),
+        migrations.AddField(
+            model_name='complaintexplanation',
+            name='reminder_sent_at',
+            field=models.DateTimeField(blank=True, help_text='Reminder sent to staff about overdue explanation', null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintexplanation',
+            name='sla_due_at',
+            field=models.DateTimeField(blank=True, db_index=True, help_text='SLA deadline for staff to submit explanation', null=True),
+        ),
+        migrations.CreateModel(
+            name='ExplanationSLAConfig',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('response_hours', models.IntegerField(default=48, help_text='Hours staff has to submit explanation')),
+                ('reminder_hours_before', models.IntegerField(default=12, help_text='Send reminder X hours before deadline')),
+                ('auto_escalate_enabled', models.BooleanField(default=True, help_text='Automatically escalate to manager if no response')),
+                ('escalation_hours_overdue', models.IntegerField(default=0, help_text='Escalate X hours after overdue (0 = immediately)')),
+                ('max_escalation_levels', models.IntegerField(default=3, help_text='Maximum levels to escalate up staff hierarchy')),
+                ('is_active', models.BooleanField(default=True)),
+                ('hospital', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='explanation_sla_configs', to='organizations.hospital')),
+            ],
+            options={
+                'verbose_name': 'Explanation SLA Config',
+                'verbose_name_plural': 'Explanation SLA Configs',
+                'ordering': ['hospital'],
+                'indexes': [models.Index(fields=['hospital', 'is_active'], name='complaints__hospita_fe4ec5_idx')],
+            },
+        ),
+    ]
diff --git a/apps/complaints/models.py b/apps/complaints/models.py
index faad4ff..8cc7f35 100644
--- a/apps/complaints/models.py
+++ b/apps/complaints/models.py
@@ -169,7 +169,7 @@ class Complaint(UUIDModel, TimeStampedModel):
         related_name="complaints",
         null=True,
         blank=True,
-        help_text="Source of complaint"
+        help_text="Source of complaint",
     )
 
     # Creator tracking
@@ -761,7 +761,7 @@ class Inquiry(UUIDModel, TimeStampedModel):
         related_name="inquiries",
         null=True,
         blank=True,
-        help_text="Source of inquiry"
+        help_text="Source of inquiry",
     )
     
     # Status
diff --git a/apps/complaints/ui_views.py b/apps/complaints/ui_views.py
index fdc6cc4..b368f5e 100644
--- a/apps/complaints/ui_views.py
+++ b/apps/complaints/ui_views.py
@@ -1,8 +1,6 @@
 """
 Complaints UI views - Server-rendered templates for complaints console
 """
-
-
 from django.contrib import messages
 from django.contrib.auth.decorators import login_required
 from django.core.paginator import Paginator
@@ -242,14 +240,17 @@ def complaint_detail(request, pk):
         explanation_attachments = explanation.attachments.all()
 
     context = {
-        'complaint': complaint,
-        'timeline': timeline,
-        'attachments': attachments,
-        'px_actions': px_actions,
-        'assignable_users': assignable_users,
-        'status_choices': ComplaintStatus.choices,
-        'can_edit': user.is_px_admin() or user.is_hospital_admin(),
-        'hospital_departments': hospital_departments,
+        "complaint": complaint,
+        "timeline": timeline,
+        "attachments": attachments,
+        "px_actions": px_actions,
+        "assignable_users": assignable_users,
+        "status_choices": ComplaintStatus.choices,
+        "can_edit": user.is_px_admin() or user.is_hospital_admin(),
+        "hospital_departments": hospital_departments,
+        "explanation": explanation,
+        "explanations": explanations,
+        "explanation_attachments": explanation_attachments,
         'base_layout': base_layout,
         'source_user': source_user,
         "complaint": complaint,
@@ -403,6 +404,9 @@ def complaint_create(request):
         except ComplaintCategory.DoesNotExist:
             messages.error(request, "Selected category not found.")
             return redirect("complaints:complaint_create")
+        except Exception as e:
+            messages.error(request, f"Error creating complaint: {str(e)}")
+            return redirect("complaints:complaint_create")
 
     # GET request - show form
     # Check for hospital parameter from URL (for pre-selection)
diff --git a/apps/core/migrations/0001_initial.py b/apps/core/migrations/0001_initial.py
index 7fae5e7..d4b7acc 100644
--- a/apps/core/migrations/0001_initial.py
+++ b/apps/core/migrations/0001_initial.py
@@ -1,4 +1,8 @@
+<<<<<<< HEAD
 # Generated by Django 6.0 on 2026-01-12 09:50
+=======
+# Generated by Django 6.0.1 on 2026-01-12 09:50
+>>>>>>> 1f9d8a7 (update on the complaint sla and staff hierarchy)
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/feedback/migrations/0001_initial.py b/apps/feedback/migrations/0001_initial.py
index 8ac4855..f05b8c7 100644
--- a/apps/feedback/migrations/0001_initial.py
+++ b/apps/feedback/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0.1 on 2026-01-15 12:02
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/feedback/migrations/0002_initial.py b/apps/feedback/migrations/0002_initial.py
index 7a12514..2dd8502 100644
--- a/apps/feedback/migrations/0002_initial.py
+++ b/apps/feedback/migrations/0002_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 from django.conf import settings
diff --git a/apps/feedback/migrations/0003_initial.py b/apps/feedback/migrations/0003_initial.py
index b86ab6a..44d2190 100644
--- a/apps/feedback/migrations/0003_initial.py
+++ b/apps/feedback/migrations/0003_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 from django.conf import settings
diff --git a/apps/integrations/migrations/0001_initial.py b/apps/integrations/migrations/0001_initial.py
index dc082dc..3175c56 100644
--- a/apps/integrations/migrations/0001_initial.py
+++ b/apps/integrations/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/journeys/migrations/0001_initial.py b/apps/journeys/migrations/0001_initial.py
index 07dedf4..bcddf72 100644
--- a/apps/journeys/migrations/0001_initial.py
+++ b/apps/journeys/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/journeys/migrations/0002_initial.py b/apps/journeys/migrations/0002_initial.py
index fb75bfe..1df1564 100644
--- a/apps/journeys/migrations/0002_initial.py
+++ b/apps/journeys/migrations/0002_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 from django.db import migrations, models
diff --git a/apps/notifications/migrations/0001_initial.py b/apps/notifications/migrations/0001_initial.py
index 12978eb..7e3295c 100644
--- a/apps/notifications/migrations/0001_initial.py
+++ b/apps/notifications/migrations/0001_initial.py
@@ -1,4 +1,8 @@
+<<<<<<< HEAD
 # Generated by Django 6.0 on 2026-01-12 09:50
+=======
+# Generated by Django 6.0.1 on 2026-01-12 09:50
+>>>>>>> 1f9d8a7 (update on the complaint sla and staff hierarchy)
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/observations/migrations/0001_initial.py b/apps/observations/migrations/0001_initial.py
index dfaacfd..a059f26 100644
--- a/apps/observations/migrations/0001_initial.py
+++ b/apps/observations/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import apps.observations.models
 import django.db.models.deletion
diff --git a/apps/organizations/migrations/0001_initial.py b/apps/organizations/migrations/0001_initial.py
index 04d519d..8b6a98d 100644
--- a/apps/organizations/migrations/0001_initial.py
+++ b/apps/organizations/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/organizations/migrations/0002_hospital_ceo_hospital_cfo_hospital_coo_and_more.py b/apps/organizations/migrations/0002_hospital_ceo_hospital_cfo_hospital_coo_and_more.py
new file mode 100644
index 0000000..c72a07b
--- /dev/null
+++ b/apps/organizations/migrations/0002_hospital_ceo_hospital_cfo_hospital_coo_and_more.py
@@ -0,0 +1,41 @@
+# Generated by Django 6.0.1 on 2026-01-13 13:07
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('organizations', '0001_initial'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='hospital',
+            name='ceo',
+            field=models.ForeignKey(blank=True, help_text='Chief Executive Officer', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='hospitals_as_ceo', to=settings.AUTH_USER_MODEL, verbose_name='CEO'),
+        ),
+        migrations.AddField(
+            model_name='hospital',
+            name='cfo',
+            field=models.ForeignKey(blank=True, help_text='Chief Financial Officer', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='hospitals_as_cfo', to=settings.AUTH_USER_MODEL, verbose_name='CFO'),
+        ),
+        migrations.AddField(
+            model_name='hospital',
+            name='coo',
+            field=models.ForeignKey(blank=True, help_text='Chief Operating Officer', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='hospitals_as_coo', to=settings.AUTH_USER_MODEL, verbose_name='COO'),
+        ),
+        migrations.AddField(
+            model_name='hospital',
+            name='medical_director',
+            field=models.ForeignKey(blank=True, help_text='Medical Director', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='hospitals_as_medical_director', to=settings.AUTH_USER_MODEL, verbose_name='Medical Director'),
+        ),
+        migrations.AlterField(
+            model_name='hospital',
+            name='metadata',
+            field=models.JSONField(blank=True, default=dict, help_text='Hospital configuration settings'),
+        ),
+    ]
diff --git a/apps/organizations/migrations/0003_staff_country_staff_department_name_staff_gender_and_more.py b/apps/organizations/migrations/0003_staff_country_staff_department_name_staff_gender_and_more.py
new file mode 100644
index 0000000..d94f088
--- /dev/null
+++ b/apps/organizations/migrations/0003_staff_country_staff_department_name_staff_gender_and_more.py
@@ -0,0 +1,44 @@
+# Generated by Django 6.0.1 on 2026-01-13 13:35
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('organizations', '0002_hospital_ceo_hospital_cfo_hospital_coo_and_more'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='staff',
+            name='country',
+            field=models.CharField(blank=True, max_length=100, verbose_name='Country'),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='department_name',
+            field=models.CharField(blank=True, max_length=200, verbose_name='Department (Original)'),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='gender',
+            field=models.CharField(blank=True, choices=[('male', 'Male'), ('female', 'Female'), ('other', 'Other')], max_length=10),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='report_to',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='direct_reports', to='organizations.staff', verbose_name='Reports To'),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='section',
+            field=models.CharField(blank=True, max_length=200, verbose_name='Section'),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='subsection',
+            field=models.CharField(blank=True, max_length=200, verbose_name='Subsection'),
+        ),
+    ]
diff --git a/apps/organizations/migrations/0004_staff_location_staff_name_staff_phone.py b/apps/organizations/migrations/0004_staff_location_staff_name_staff_phone.py
new file mode 100644
index 0000000..78aad8c
--- /dev/null
+++ b/apps/organizations/migrations/0004_staff_location_staff_name_staff_phone.py
@@ -0,0 +1,28 @@
+# Generated by Django 6.0.1 on 2026-01-13 13:49
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('organizations', '0003_staff_country_staff_department_name_staff_gender_and_more'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='staff',
+            name='location',
+            field=models.CharField(blank=True, max_length=200, verbose_name='Location'),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='name',
+            field=models.CharField(blank=True, max_length=300, verbose_name='Full Name (Original)'),
+        ),
+        migrations.AddField(
+            model_name='staff',
+            name='phone',
+            field=models.CharField(blank=True, max_length=20, verbose_name='Phone Number'),
+        ),
+    ]
diff --git a/apps/physicians/migrations/0001_initial.py b/apps/physicians/migrations/0001_initial.py
index bba5ef5..211d14c 100644
--- a/apps/physicians/migrations/0001_initial.py
+++ b/apps/physicians/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/projects/migrations/0001_initial.py b/apps/projects/migrations/0001_initial.py
index de3c36b..f547dca 100644
--- a/apps/projects/migrations/0001_initial.py
+++ b/apps/projects/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0 on 2026-01-12 09:50
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/projects/migrations/0002_initial.py b/apps/projects/migrations/0002_initial.py
index 2fe3f6d..46a13cb 100644
--- a/apps/projects/migrations/0002_initial.py
+++ b/apps/projects/migrations/0002_initial.py
@@ -1,4 +1,8 @@
+<<<<<<< HEAD
 # Generated by Django 6.0 on 2026-01-12 09:50
+=======
+# Generated by Django 6.0.1 on 2026-01-12 09:50
+>>>>>>> 1f9d8a7 (update on the complaint sla and staff hierarchy)
 
 import django.db.models.deletion
 from django.conf import settings
diff --git a/apps/px_action_center/migrations/0001_initial.py b/apps/px_action_center/migrations/0001_initial.py
index 0374b7b..6161572 100644
--- a/apps/px_action_center/migrations/0001_initial.py
+++ b/apps/px_action_center/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0.1 on 2026-01-15 12:02
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/px_sources/migrations/0001_initial.py b/apps/px_sources/migrations/0001_initial.py
index e209df0..2195c2c 100644
--- a/apps/px_sources/migrations/0001_initial.py
+++ b/apps/px_sources/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0.1 on 2026-01-15 12:02
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.db.models.deletion
 import uuid
diff --git a/apps/references/migrations/0001_initial.py b/apps/references/migrations/0001_initial.py
index 0059d7a..4fde651 100644
--- a/apps/references/migrations/0001_initial.py
+++ b/apps/references/migrations/0001_initial.py
@@ -1,4 +1,8 @@
+<<<<<<< HEAD
 # Generated by Django 6.0 on 2026-01-12 09:50
+=======
+# Generated by Django 6.0.1 on 2026-01-12 09:50
+>>>>>>> 1f9d8a7 (update on the complaint sla and staff hierarchy)
 
 import apps.references.models
 import django.db.models.deletion
diff --git a/apps/social/migrations/0001_initial.py b/apps/social/migrations/0001_initial.py
index c48e640..f0204af 100644
--- a/apps/social/migrations/0001_initial.py
+++ b/apps/social/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0.1 on 2026-01-15 12:02
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 from django.db import migrations, models
 
diff --git a/apps/standards/migrations/0001_initial.py b/apps/standards/migrations/0001_initial.py
index 0cfae8c..62877fe 100644
--- a/apps/standards/migrations/0001_initial.py
+++ b/apps/standards/migrations/0001_initial.py
@@ -1,4 +1,4 @@
-# Generated by Django 6.0.1 on 2026-01-15 12:02
+# Generated by Django 6.0.1 on 2026-01-12 09:50
 
 import django.core.validators
 import django.db.models.deletion
diff --git a/apps/surveys/migrations/0001_initial.py b/apps/surveys/migrations/0001_initial.py
index 96193fb..de07dd1 100644
--- a/apps/surveys/migrations/0001_initial.py
+++ b/apps/surveys/migrations/0001_initial.py
@@ -1,4 +1,8 @@
+<<<<<<< HEAD
 # Generated by Django 6.0 on 2026-01-12 09:50
+=======
+# Generated by Django 6.0.1 on 2026-01-12 09:50
+>>>>>>> 1f9d8a7 (update on the complaint sla and staff hierarchy)
 
 import django.db.models.deletion
 import uuid