CiviQ: Complaints Guide

The Complaints module allows residents to quickly report issues to the Management Committee and monitor the resolution process in real-time.

​The top section provides an instant overview of all complaints registered by the community:

• ​Total: The total number of complaints currently recorded in the system.
• ​Assigned: The number of complaints that the Management Committee has officially assigned to a staff member or vendor for work.
• ​Resolved: The number of complaints that have been completed and formally closed by the Management Committee.

To report a new issue, tap the Plus icon (+) at the bottom right of the screen. The "Raise New Complaint" form will appear.

• ​Enter Title: Enter a brief, clear subject for the issue in the Title field (e.g., "Elevator Malfunction - Tower 5" or "Streetlight Out on Main Road").
• ​Enter Description: In the Description field, provide all necessary details, including the exact location and when the issue started.
• ​Set Priority: Select the urgency level using the radio buttons:
• ​Critical: For immediate, life-safety emergencies (e.g., major fire hazard, security breach).
• ​High: For severe issues affecting core services (e.g., main water cutoff, persistent lift breakdown).
• ​Medium: For issues needing attention but not immediate crisis (e.g., pool filter dirty, minor plumbing leak).
• ​Low: For general or non-critical issues (e.g., landscaping, faded paint).
• ​Add Attachments (Optional): Tap the upload cloud icon to add photos or videos. A picture of the issue is often the fastest way to communicate the problem to the Management Committee.
• ​Submit: Tap the "Submit Complaint" button to send the report to the management team.

The main list shows all complaints, providing key details and the current status of the repair process.

• ​Complaint Details: Each card shows the Complaint ID (for reference), Title, a short Description, and the date it was reported.
• ​Status Tag: The colored tag clearly indicates the complaint's progress:
• ​Assigned / Active: The Management Committee has acknowledged the issue and assigned a vendor/staff member to fix it.
• ​Resolved: The work is complete.
• ​Priority Indicator: A small colored dot or text (Critical, High, Medium) shows the urgency level set by the resident.

You can efficiently search and filter the list using the tabs and the custom date selector:

• ​All/Assigned/Resolved: Use these tabs to quickly filter the list by status.
• ​Custom: Tap this to open the date range filter. Select a "From Date" and "To Date" and tap "Apply Filter" to view only complaints submitted during that specific period. This is useful for tracking activity over a month or quarter.

The Complaints module is your most direct and trackable line to the management team. By providing clear details and setting the correct priority, you ensure your issue is properly handled. Continuously checking the Status tag will keep you informed until your issue is marked as Resolved.