Docs Menu

Docs

How To Manage Complaints

Capture complaints, assign follow-up, and track resolution work from the Front Office workspace.

Search docs

Search by workflow, module name, or operational keyword.

Last updated: March 25, 2026

This guide shows how to use the Complaint workspace inside Front Office.

Short summary

Complaint records keep issues visible for follow-up and resolution. The workspace separates complaint filters from the complaint drawer so staff can log the issue, assign it, and track the action taken.

Best for

Front office staff and administrators who need a structured complaint log.

Requires

Access to Front Office and complaint permissions for view, add, edit, or delete actions.

Result

Complaint records stay tied to the correct source, complainant details, and resolution notes.

Before you start

Decide which complaint type applies.
Prepare the complainant contact details before opening the drawer.
Decide who should be assigned to the complaint for follow-up.

Front Office -> Complaint

Step 1: Open the Complaint workspace

Go to Front Office and select Complaint.

Complaints workspace with filters and add complaint action. — The workspace shows complaint type, source, and date filters plus the add complaint action.

Use this page to:

review current and historical complaints
filter by complaint type, source, and date range
open a row for edit, review, or delete

Step 2: Create or update a complaint

Click Add Complaint to open the drawer.

Add Complaint drawer with complaint type, source, complainant details, description, action taken, and attachment fields. — The complaint drawer captures the complaint type, source, complainant details, action taken, and attachment.

Complete the main fields:

Complaint Type
Source
Complainant Name
Contact
Email
Date
Description
Action Taken
Assigned To
Note
Attachment

Use Create to save the complaint.

Step 3: Review the saved complaint

After saving:

Return to the list view.
Filter by type or source if needed.
Confirm the issue summary and action taken are correct.
Edit or remove the row if the complaint was logged incorrectly.

Important notes

Important: Complaint records should reflect the actual issue and the actual next action. Do not leave the action taken field blank if the complaint has already been handled.

Verification checklist

The complaint uses the correct type and source.
The complainant contact details are stored correctly.
The saved row appears in the Complaint table.

Expected result: complaint records are stored in Front Office and ready for follow-up.

Troubleshooting

Issue	Likely cause	What to do
Save fails	A required field is empty	Fill the missing complainant or date field
Complaint type options are missing	Complaint lookup data is incomplete	Add the missing type from Front Office setup
No rows appear after save	Filters are too narrow	Reset the filters and search again
The attachment is missing	No file was uploaded	Reopen the drawer and attach the required file

Related docs

Students And Admissions

Understand how student records, admission intake, and guardian-facing data are organized.

Communications Reports And Operations

Understand how notifications, reporting, front-office coordination, and supporting workflows fit together.

How To Manage Front Office Records

Manage admission enquiries, visitor registrations, and complaint records from the Front Office workspaces used by reception and operations teams.