Complaint Management System
From Passenger Feedback to Measurable Service Accountability
A centralized complaint management platform for public transport agencies to register, route, track, resolve and analyze passenger complaints. Built-in SLA monitoring, KPI measurement, automated escalation, and Email/SMS notifications keep every case visible, accountable and on time.
Manage the Complete Complaint Lifecycle
Manage complaint intake, assignment, communication, resolution and performance monitoring through one connected workflow.
Centralized Registration
Record and manage complaint information across passenger services, routes, vehicles, stops, stations, and other operational areas.
Complaint Assignment
Assign complaints to the relevant department or handler based on category, priority, and operational responsibility.
End-to-End Status Tracking
Follow every case from registration to closure with timestamps, remarks, actions and current status.
Email & SMS Notifications
Send automatic acknowledgements, status updates, escalation alerts, and resolution or closure notifications.
Automated Escalation
Move unattended or overdue complaints through predefined escalation levels and management hierarchy.
Complete Audit Trail
Maintain a traceable history of assignments, updates, communications, escalations and resolutions.
SLA-Driven Complaint Performance
Complaint categories can be linked with predefined Service Level Agreements (SLAs). Once a complaint is linked, the applicable response and resolution targets, KPI rules and escalation thresholds are automatically applied.
The system tracks whether the complaint is within SLA, approaching its deadline, or breached - and triggers the configured escalation and notification flow when action is required.
Keep Every Complaint Moving
Complaint
SLA Rule
KPI Targets
Alerts & Escalation
Resolution
Performance Reporting
Management Visibility That Goes Beyond Complaint Counts
Dashboards convert complaint activity into operational insight, helping supervisors identify delays, recurring issues, service gaps and teams that require attention.
Complaint Status
Open, in progress, resolved, closed and overdue cases
SLA Compliance
Within-SLA, near-due and breached complaints.
Response & Resolution
Average response and closure performance against targets.
Team Performance
Department and complaint-handler workload and compliance.
Service Trends
Recurring complaints by route, vehicle, stop/station or category.
Escalation Trends
Cases requiring supervisory or management intervention
Turn Passenger Feedback into Measurable Service Improvement
Connect complaints, SLA commitments, KPIs, escalation and communication in one accountable platform.
Built for Public Transport Operations
Manage service complaints across routes, vehicles, stops and stations, drivers and staff, ticketing and fare collection, service delays, passenger information, infrastructure and other operational issues.
Faster Resolution
Clear ownership and timed workflows.
Better Accountability
Every action remains traceable.
Proactive SLA Control
Warnings and escalation before issues are missed.
Clear Passenger Communication
Consistent Email/SMS updates throughout the case.
