Complaints & Grievances

Capture student complaints, assign, resolve, and notify stakeholders.

Overview

Complaints & Grievances provides a structured channel for students to raise issues and for staff to track, resolve, and communicate outcomes. It supports categories, priority, optional anonymity, and timed escalations for service quality and accountability.

• Scope: Noise, cleanliness, facilities, conduct, or any service concern.
• Transparency: Status updates and timestamps provide clear progress to stakeholders.
• Policy: Enable anonymity and auto‑notifications; configure SLAs and escalation timers.

How It Works

• Statuses: Draft → Submitted → Under Review → Resolved → Closed (or Escalated/Cancelled).
• Notify students and managers automatically if enabled.

Step‑by‑Step Guide

• Go to Services → Complaints → New.
• Select Student (unless anonymous mode is enabled), Category, Subject, and Description.
• Submit and move to Under Review. Assign to a staff member if needed.
• Resolve and Close with notes. Escalate if overdue by policy.

Fields Table

Field name explanation : Anonymous complaints can be allowed from Settings.

Fields explanation

• Reference: Auto number for traceability.
• Student: Complainant (hidden in anonymous mode).
• Category: Issue type for routing and analytics.
• Subject: Short summary displayed in lists.
• Description: Detailed account to guide resolution.
• Priority: Urgency signal for service levels.
• Status: Workflow state; may branch to Escalated/Cancelled.
• Assigned To: Current owner driving resolution.
• Resolved Date/By: Closure info for SLA tracking.

Tips

• Use clear categories to improve reporting later.

Common Mistakes

• Closing without notes — always record the resolution.

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