What is a Complaint Management System?

The Complaint Management System in the ERP allows users to submit, assign, and track complaints efficiently. It helps organizations manage issues related to staff, students, or services through a structured workflow, ensuring transparency and faster resolution.

How to Register a Complaint

Navigate to the Complaint Module
Go to: Dashboard → Complaint Management → Add Complaint

Select Complaint Details
Under Complaint Against, choose the appropriate category from the dropdown to indicate who the complaint is raised against:

StudentStaffTeacherOther

Complaint Submission Workflow

Follow these steps to submit a complaint against a student, staff member, or parent:

Step 1: Select Complaint Against

If Student

Select Class and Section. The student list will appear automatically. You can also add students from other classes.

If Staff

Select the staff member(s) involved directly from the staff list.

If Parent

Select Class and Section, then choose the student associated with the parent.

Select Complaint Category

Choose the appropriate Complaint Category from the available dropdown options.

Assign Department & Staff

Assign the complaint to the responsible department and staff member who will handle it.

Describe the Complaint

Write a brief and clear description of the complaint in the text field.

Attachment (Optional)

Upload supporting documents or files to strengthen the complaint record.

Step 6: Configure Optional Settings (Admin / Role-Based)

Share with Parents / Staff

For student complaints: notify parents. For staff complaints: share with staff members. For parent complaints: notify the parents involved.

Show Complainant Name

Enable to display your name on the complaint. Disable to submit anonymously.

Submit Complaint: The complaint will be registered in the system based on the details you saved, ensuring accurate records in the ERP.

Complaint Management – Admin Dashboard

The Administrator has full access to all complaints raised within the system.

Complaint Visibility

Admin can view all complaints raised by students, staff, or parents. Displayed in card format with complaint ID, category, assigned staff, and status.

Complaint Editing

As the system owner, the admin has permission to edit complaints raised by staff members if required.

Complaint Filters

These filters help in quickly locating specific complaints based on different criteria.

Academic Session

Start Date

End Date

Raised By

Raised Against

Complaint Category

Complaint Status

Status Management

Admins can update complaint status directly from the dashboard or the complaint details page:

PendingComplaint submitted but not yet processed.

ProcessingComplaint is currently under review.

ResolvedComplaint has been successfully addressed.

RejectedComplaint was not accepted due to incorrect or incomplete information.

ReopenComplaint has been reopened for further review or correction.

Complaint Management – Staff Dashboard

The Staff Dashboard provides role-based access to complaint management features. Permissions are controlled through the Role Management System, ensuring that staff members can only perform actions allowed for their role.

View Permission

View complaints raised by them

View complaints raised against them

View complaints assigned to them

Use filters and search options to find specific complaints

Track the status and progress of complaints

Add Permission

Submit a new complaint through the dashboard

Enter complaint details such as category, subject, description, and attachments

Access all features available under View permission

Edit Permission

Edit complaints that they have created

Modify complaint details when required

Access all View and Add features

Editing Restriction: Complaints can only be edited when the status is Pending. Once status changes to Processing, Resolved, or Rejected, editing is locked unless Reopened.

Complaint Sharing and Communication

The complaint management system includes features for sharing complaints, tracking activity history, and communicating for follow-ups.

Share and Unshare Complaint

The Share and Unshare buttons are available both in the complaint list view and inside the complaint details page. If a complaint is not shared at creation time, it can be shared later from the complaint view page.

Complaint Share History

The History button shows the complete sharing activity log.

Displays which users or departments the complaint was shared with.

Also shows which department and employee handled the complaint.

Complaint Chat & Follow-Up

Each complaint includes a comment section for discussion or chat.

Assigned staff or admins can add comments, respond to queries, or provide updates.

Users can communicate directly with the responsible staff for clarifications or follow-ups.