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Getting Started

Tutorials

Workflows

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Introduction

The Complaints Management module equips schools with a structured, step-by-step framework to process, investigate, and record complaints objectively and transparently.

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Conceptual Architecture

The module structures complaint data into cohesive case dossiers that maintain a complete history from initial recording to final resolution:
  • Case Dossier: Each complaint has a unique reference number (e.g. CMP-2026-001), tracking complainant contact details, formal statements, internal school notes, AI evaluations, timeline milestones, and outcome determinations.
  • Stage Progression State Machine: Cases move through structured states—from Opened and Submitted to Stage 2 Triaged, formal outcome resolution (Upheld, Partially Upheld, Not Upheld), and optional escalation to Stage 3 Open, Stage 3 Requested, and Stage 3 Triaged.
  • External Complainant Portal: Complainants interact via a dedicated, secure portal at /complaint. They receive passwordless magic-link authentication and one-time password (OTP) verification, ensuring data privacy and ease of access on any device.
  • Internal Investigation Notes: School staff capture contextual background notes alongside each element of the complaint without exposing internal commentary to the complainant.
  • AI Policy Cross-Referencing: Built-in AI agents consult the school’s published complaints procedure via web search to ensure all assessments strictly reflect school-specific deadlines, escalation limits, and definitions.

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Roles & Permissions Matrix

The module uses granular role-based access control to enforce segregation of duties between leadership oversight, case investigation, and audit observation:
System & Module Configuration
  • Enable and disable the Complaints module in tenant administration.
  • Assign the Complaints Manager role to senior leaders or complaints coordinators.
  • Receive system-level alerts if the module is enabled without an assigned manager.

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User Interface & Screen Tour

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1. Complaints Management Dashboard

Accessible via the main sidebar navigation, the dashboard presents a searchable, filterable table of all school complaints:
  • Active vs. Archived Views: Toggle between active complaints and archived records using the top bar control.
  • Live Search: Rapidly find complaints by complainant name, email address, or reference number.
  • Progression Stage Filter: Filter records by current state:
    • All complaints: Complete list of active records.
    • Opened: Record created; awaiting complainant submission via the external portal.
    • Submitted: Formally submitted by the complainant; awaiting triage or owner assignment.
    • Upheld / Partially Upheld / Not Upheld: Investigation concluded with a confirmed outcome.
    • Stage 3 Open: Escalated; awaiting complainant Stage 3 submission.
    • Stage 3 Requested: Complainant appeal submitted; awaiting Stage 3 triage.
    • Stage 3 Triaged: Stage 3 triage completed; ready for panel decision or rejection response.
  • Row Menu Actions: Quickly view dossiers, edit complainant details, assign owners, start Stage 3 reviews, impersonate complainants, or export PDF summaries.

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2. The Complaint Dossier View

Clicking any complaint opens the detailed case dossier, featuring structured tabs:
  • Triage Tab: Compare the complainant’s submission alongside the school’s internal investigation notes. Trigger AI triage to evaluate scope, reasonableness, and informal resolution potential.
  • Investigation & Outcome Tab: Once formal investigation is selected, review the AI investigator briefing, document findings, and record formal outcomes (Upheld, Partially Upheld, Not Upheld) with mandatory outcome justifications.
  • Response Tab: When a complaint is handled informally, rejected as out of scope, or determined unreasonable, review the AI-drafted formal response letter, edit the text, and send it directly to the complainant with one click.
  • Stage 3 Tabs & Outcome: When a Stage 3 review is initiated, access dedicated tabs for Stage 3 notes, AI Stage 3 triage, panel decisions, formal response generation, and the Stage 3 Review Outcome card with its dedicated Stage 3 Outcome Reason tab for recording and publishing panel determinations.

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3. Complainant External Portal (/complaint)

Parents and complainants access a streamlined, dedicated portal:
  • Secure login via email and one-time verification code (OTP).
  • Clear prompts to provide full details of the concern, previous informal actions taken, reasons for dissatisfaction, and desired resolution.
  • Automatic form locking upon submission to guarantee evidential integrity.
  • Live status confirmation and access to official school responses, investigation outcomes, and Stage 3 review determinations.

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Next Steps & Guides

Tutorials & Practical Guides

Step-by-step walkthroughs for logging complaints, conducting AI triage, and managing panel outcomes.

End-to-End Workflows

Explore step-by-step lifecycles for Stage 2 investigations, AI triage, and Stage 3 appeals.