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🛠 Complaint Management (Admin)

The Complaint Management Module enables administrators to review, verify, assign, and oversee the resolution of complaints submitted by citizens.

This module acts as the central coordination layer between citizens and solvers, ensuring that complaints are processed through inspection, approval, execution, and closure in a transparent and controlled manner.

✅ Core Responsibilities

  • Review new complaints submitted by citizens
  • Verify and validate complaints before action
  • Assign verified complaints to appropriate solvers
  • Review inspection and proposal reports submitted by solvers
  • Accept or reject proposed resolutions
  • Move complaints to future planning when required
  • Monitor execution progress
  • Close complaints after successful resolution
  • Communicate updates to citizens and solvers

🧭 Complaint Lifecycle

Admins primarily operate across the Verified → Closed stages.

🧩 Key Tables

  • complaints
  • complaint_assignments
  • inspection_reports
  • complaint_status_logs
  • complaint_media
  • complaint_feedback

🔄 Admin Workflow

1. View Unverified Complaints

  • Filter complaints by status: submitted
  • View full complaint details:
  • Title and description
  • Location and media
  • Citizen information

2. Verify Complaint

  • Mark complaint as verified
  • Optionally:
  • Reject invalid complaints
  • Merge duplicate complaints

3. Assign Complaint to Solver

  • Select solver based on:
  • Complaint category
  • Geographical zone

  • Current workload (optional)

  • Create record in complaint_assignments

  • Complaint status changes to assigned

4. Review Solver Proposal

After site inspection, solvers submit a report containing:

  • On-site findings
  • Root cause analysis
  • Estimated time for resolution
  • Proposed budget
  • Suggested service providers (if applicable)

Admin actions:

  • Review report details and attached media
  • Evaluate feasibility and cost

5. Accept or Reject Proposal

  • Approve for Execution
  • Complaint moves to approved

  • Solver proceeds with execution and monitoring

  • Move to Future Planning

  • Used when budget or scope exceeds current limits
  • Complaint marked as planned
  • Citizen is notified with remarks

All decisions are logged in complaint_status_logs.

6. Monitor Progress

  • View solver progress updates
  • Track time taken and delays
  • Review media uploaded during execution
  • Communicate remarks if required

7. Close Complaint

  • Verify final resolution
  • Mark complaint as closed
  • Notify citizen
  • Enable feedback submission

🧑‍đŸ’ģ Admin Tools & Interfaces

  • Complaint Queue

  • Filters by status, category, ward, urgency

  • Solver Assignment Panel

  • Manual or assisted assignment interface

  • Inspection Review Panel

  • Review solver inspection and proposal reports

  • Approval & Planning Console

  • Approve execution

  • Move complaints to future planning with remarks

  • Progress Tracking View

  • Timeline-based complaint history

  • Feedback Dashboard

  • View citizen satisfaction ratings and comments

🔗 Integration Points

  • Solver Module
  • Inspection submissions

  • Progress and resolution updates

  • Notification System

  • Citizen status updates
  • Solver assignment alerts

  • Approval and planning notifications

  • Analytics Module

  • Resolution success rate
  • Average resolution time
  • Category-wise and area-wise insights

📈 Future Enhancements

  • Auto-assignment using category and location
  • SLA-based alerts for delayed complaints
  • AI-powered duplicate complaint detection
  • Escalation workflow for long-pending issues
  • Planning backlog analytics

ℹī¸ This module ensures complaints are handled responsibly through inspection-based decision-making, administrative approval, and transparent tracking.