On the complaints page you manage questions and complaints coming in via the mobile app, the public website or the portal itself. You handle them in a conversation panel: the list on the left, a detail panel on the right with the full reply thread.
Where to find it
Sidebar → Communication → Complaints. Four counter cards sit at the top: total, new, in progress and closed.
Filtering by status
Use the clickable status chips to filter the list; the count per status appears live on the chip:
- New — just received.
- In progress — actively being worked on.
- Awaiting parent — waiting for the parent's input.
- Awaiting teacher — waiting for the teacher's input.
- Answered — a reply has been given.
- Closed — handled.
You can also filter by source (app, portal or website) and search the title and description with the search box.
Step by step: answering a complaint
- Click a complaint in the list to open the detail panel on the right (its own screen on mobile).
- Read the title, description and initiator info, plus any attachments and the name of an involved teacher.
- Review the reply thread: each reply shows the respondent, their role (admin, teacher, parent) and the timestamp.
- Type your reply in the reply form at the bottom and confirm with Reply.
- Once handled, click Close complaint (green confirmation dialog).
Other actions
- Delete — opens a red confirmation dialog; the complaint is deleted permanently.
- Refresh — reloads the list.
- The reply form is disabled once a complaint is closed.
Tips
- Clear the New chip daily — a quick first reply stops a complaint from being left unresolved.
- Use Awaiting parent/teacher to make clear whose turn it is.
- Only close a complaint once it's truly handled; after that it can't be replied to.
Frequently asked questions
Does the submitter see my reply? Yes. Your reply appears in the thread and the submitter is notified via the channel the complaint came in through.
Can a teacher reply too? Yes, each reply shows the respondent's role (admin, teacher or parent).
Can I reopen a closed complaint? A closed complaint is handled and can no longer be replied to; deleting it or creating a new complaint are the options.
Troubleshooting
- I don't see the Complaints menu. The complaints feature is off for your organization. A lead administrator enables it in the organization settings (the "complaints" feature). If you can't open the page, you're missing the "manage announcements" permission — ask a lead administrator to grant it.
- I can't reply. The reply form is disabled on closed complaints — open an active one.
- A complaint is missing from the list. Check whether a status or source filter is still active, and clear it with All or the search box's clear button.
Related
- Notifications — new complaints also appear here, with a direct jump.
- Announcements — general messages to your members.