Complaints

BedShift provides a structured complaint management system so residents can raise issues and staff can resolve them efficiently.

Create a Complaint

Residents

Residents can create complaints from their portal:

1. Click New Complaint from the dashboard or sidebar
2. Select a category: Maintenance, Cleanliness, Noise, Security, Billing, Other
3. Enter a subject and detailed description
4. Attach photos if relevant
5. Set priority: Low, Medium, High, Urgent
6. Submit

Staff / Admin

Staff and admins can also create complaints on behalf of residents:

1. Go to Complaints from the sidebar
2. Click Create Complaint
3. Select the resident (or mark as general/anonymous)
4. Fill in the category, subject, description, and priority
5. Submit

Assign Complaints

Once a complaint is created, it needs to be assigned:

1. Open the complaint
2. Click Assign
3. Select a staff member from the dropdown
4. The assigned staff member receives a notification
5. They can view the complaint details and begin working on it

Complaints can be reassigned if needed. All assignment changes are logged in the complaint timeline.

Status Workflow

Every complaint follows a defined workflow:

1. Open: Newly created, awaiting assignment
2. Assigned: A staff member has been assigned
3. In Progress: Work has begun on resolving the issue
4. Resolved: The issue has been fixed
5. Closed: Confirmed resolved by the resident or auto-closed after a set period

Updating Status

1. Open the complaint
2. Click the status dropdown
3. Select the new status
4. Add a note explaining the update
5. Save

The resident is notified of every status change.

Comments

Complaints support a threaded comment system:

• Staff and residents can add comments to any complaint
• Attach images or files to comments
• Comments create a chronological record of the resolution process
• Internal notes (visible only to staff) can be added for private discussion

Adding a Comment

1. Open the complaint
2. Scroll to the comments section
3. Type your comment
4. Toggle Internal Note if the comment should be staff-only
5. Click Post

SLA (Service Level Agreement)

Configure SLA rules to ensure complaints are resolved promptly:

Setting Up SLA

1. Go to Settings > Complaints > SLA
2. Define response and resolution times per priority level:

| Priority | First Response | Resolution | |----------|---------------|------------| | Low | 48 hours | 7 days | | Medium | 24 hours | 3 days | | High | 4 hours | 24 hours | | Urgent | 1 hour | 4 hours |

3. Enable SLA notifications

SLA Tracking

• The complaints dashboard shows SLA status for each complaint
• On Track: Within SLA timelines
• At Risk: Approaching SLA deadline
• Breached: Past the SLA deadline
• Admins receive alerts when complaints are at risk of breaching SLA