📖 CMS Help Documentation

Complaint Management System - Complete User Guide

🎯 Overview

The Complaint Management System (CMS) is a comprehensive web application designed to streamline the process of reporting, tracking, and resolving complaints across multiple buildings and departments. The system provides role-based access control, real-time tracking, and detailed reporting capabilities.

Key Features:
  • Multi-building complaint tracking
  • Role-based access control
  • Real-time status updates
  • Image attachments for complaints
  • Service person assignment
  • Export to PDF and Excel
  • Feedback collection
  • Remarks by administrators

👥 User Roles & Permissions

The system supports five user roles with varying levels of access and permissions:

  • View assigned complaints; Update status; Attach work completion images
    • Role Description Key Permissions
    Superadmin System administrator with full access Manage all users, buildings, branches; View all complaints; Edit remarks; Full system control
    Senior Admin Multi-building administrator (read-only) View complaints from assigned buildings; Add/edit remarks; Cannot edit complaint data
    Admin Building-level administrator Manage building users and service persons; Assign complaints; View building complaints; View remarks (read-only)
    Service Person Staff member who resolves complaints
    User Regular user who raises complaints Create complaints; View own complaints; Provide feedback on resolved complaints
    ⚠️ Important: Senior Admins have read-only access to complaints but can add/edit remarks. They cannot modify complaint details or assign service persons.

    📊 Dashboard

    Dashboard Interface

    The dashboard provides an overview of complaint statistics and system status.

    Dashboard Features:

    Access Based on Role:

    📋 Complaint Management

    Complaint Management Interface

    The complaint register displays all complaints with filtering and sorting capabilities.

    Complaint Table Columns:

    Filtering Options:

    Actions Available:

    ➕ Creating Complaints

    New Complaint Form

    Users can create new complaints through the "New Complaint" form.

    Required Fields:

    💡 Tip: Always upload an image with your complaint for faster resolution and better documentation.

    After Submission:

    👤 User Management

    User Management Interface

    Administrators can manage users through the Admins/Users panel.

    User Tables:

    Creating Users:

    Editing Users:

    Export Functions:

    ⚠️ Note: Senior Admins cannot edit any user data. Only Superadmin can manage Senior Admin accounts.

    🔧 Service Person Management

    Service Person Management Interface

    Service persons are staff members responsible for resolving complaints.

    Service Person Information:

    Managing Service Persons:

    Service Person Actions:

    🏢 Building & Branch Management

    Building and Branch Management Interface

    Superadmins can manage buildings and branches in the system.

    Building Management:

    Branch Management:

    Building Assignment:

    📤 Export & Print Functions

    The system provides multiple export options for reports and data.

    Available Export Options:

    Exportable Data:

    Export Features:

    ⭐ Feedback System

    Feedback System Interface

    Users can provide feedback on resolved complaints to help improve service quality.

    Providing Feedback:

    Feedback Display:

    📝 Remarks Feature

    Remarks Feature Interface

    Administrators can add remarks to complaints for internal communication and documentation.

    Who Can Add/Edit Remarks:

    Remarks Display:

    Adding Remarks:

    💡 Use Cases: Use remarks to note special instructions, escalation details, follow-up actions, or any internal communication about the complaint.

    📝 User Registration

    User Registration Form

    New users can self-register through the registration form.

    Registration Process:

    Approval Process:

    Managing Pending Registrations:

    🔧 Troubleshooting

    Common issues and their solutions.

    Login Issues:

    Complaint Issues:

    Export Issues:

    Performance Issues:

    ⚠️ Still Having Issues? Contact your system administrator or IT support team for assistance.

    📞 Support

    For additional help or questions:

    📚 Version: 1.0
    📅 Last Updated: July 2026