Give every citizen complaint an owner, a deadline and a trail.
The Municipal Complaint Management System handles the full life of a citizen complaint. Citizens register complaints, a grievance cell triages them, nodal officers manage a zone, and field officers resolve them with photos and location. Administrators configure departments, categories, zones, wards and escalation rules.
What Complaint Management includes.
Web, mobile web, app-style and desktop submission pages, plus staff registration of walk-in complaints, all on one registration backend.
Citizens can look up a complaint by its number without logging in.
Zones, wards, departments, designations, complaint categories and users, each with its own admin page.
Categories carry a priority, SLA hours and an escalation template with up to six levels.
Nodal officers assign officers by ward and level within their zone.
Officers record before and after photos, with the complaint location shown on a map.
Role dashboards, overdue and escalated lists, workload, SLA alerts and closure requests.
Citizen and officer photos are converted to WebP in the browser before upload.
Who uses it, and where.
Configuration, complaints, users and reports.
Registration, omnichannel inbox, search and personal queue.
Zone complaints, assignments, escalation matrix and SLA alerts.
Tasks, field updates, escalated and overdue complaints.
Web, mobile, app-style and chat-style forms.
A typical flow.
A citizen or staff member registers the complaint
The category sets the department, priority and SLA
An officer is assigned from the escalation matrix
The officer records the field visit with photos
The nodal officer verifies closure, and breached SLAs escalate to the next level
We present the product under your own name. The scope of branding and customisation is agreed with you before work starts.
Your name, logo, colours and wording can be applied. Contact us to discuss what you need and what it involves for this product.
Integrations
FAQs
The WhatsApp-style submission page is a chat-style form on the same registration backend. A WhatsApp Business integration is not part of the current build.
Yes. Zones, wards, departments, designations and categories are managed from the admin panel.
Related
Doctor schedules, slot booking, prescriptions and online payment for hospitals and clinics, with a patient mobile site and a portal for doctors.
Bookings, verified service professionals, coupons and memberships on one platform, with customer, partner and admin sides ready to brand.
Projects, milestones, invoices, vendor payments and ledgers for architecture and interior design firms, with a portal for every role.
Request a demo and we will confirm what this product covers and what a branded version would involve.
