CiviQ: Complaint Management

Understanding the Complaint Dashboard

The Complaint Management dashboard is your central hub for tracking, delegating, and resolving all issues raised by residents. This screen provides an immediate view of the community's operational workload.

• ​New complaints are those just reported by a resident and are waiting for initial review

• Open complaints are those currently assigned to a staff member or vendor and are actively being worked on.

• Closed issues are those that have been fully resolved and finalized.

• Cancelled issues were logged by mistake or deemed invalid.

Monitoring the flow from New to Closed is key to measuring your committee's efficiency.

Reviewing Complaints

Step 1: Review the Details​

• Each entry includes a unique ID (for tracking), a short Title, the current Status, the Priority (High, Medium, Low), and the Created At date. Reviewing the Priority and Created At date helps you decide which issues must be addressed first.

• ​Use the search bar to find a specific complaint by Title or ID.
• ​Use the All Statuses filter to view only New complaints that require action.
• ​Use the All Priorities filter to quickly focus on High priority issues (like security or water supply).

Resolving a Complaint

Step 1: Assess and Assign  (Status:New\rightarrow Open)​

• When a complaint is New, click View/Edit. Read the full resident description and immediately assign a responsible person or vendor. Set the appropriate Priority level. Changing the Status to Open signals to the resident that the issue is actively being addressed.

• As the assigned staff member works, they should update the ticket with notes on the progress made. This provides a transparent record of the effort and timeline.​

Step 3: Finalize and Close (Status: Open \rightarrow Closed)​

• Once the repair or resolution is fully complete, and after confirming satisfaction with the resident (if necessary), the management committee changes the Status to Closed. This finalizes the ticket, updates your resolution metrics, and keeps a complete, searchable record of the work done.

Conclusion

The Complaint Management module transforms resident issues into organized tasks. By efficiently moving complaints from New to Closed, your committee ensures a responsive, accountable, and transparent management process. This commitment to timely resolution is the key to maintaining resident satisfaction and community harmony.