A dedicated platform for institution members to raise complaints, track their progress in real-time, and get them resolved through the right channels. Our intelligent priority engine ensures the most critical issues are handled first.
Features
A complete internal platform for institution members to report concerns and for administrators to manage, prioritise, and resolve them efficiently.
Fill in a simple form to report any issue — facilities, utilities, health & safety, environmental concerns, and more. Specify a location to help the right team respond faster.
Our intelligent rule engine analyses your complaint and instantly assigns a priority level — Critical, High, Medium, or Low — so urgent matters are fast-tracked without manual triage.
Follow every step of your complaint — from Pending through Under Review and In Progress, right through to Resolved — with a full audit trail and staff notes attached.
Administrators and designated staff get a powerful dashboard with live statistics, filtering, staff assignment tools, and the ability to override priority levels when needed.
Every complaint receives a unique reference number the moment it is submitted, making follow-up easy for both the submitter and the handling team.
JWT-secured authentication with three distinct roles — Member, Staff, and Admin — ensures only the right people can view, manage, or escalate each complaint.
How It Works
Register with your institutional email and a password. Your account ties every complaint you raise to your identity within the system.
Register now →Describe the issue, select the relevant category, and add a location if applicable. The priority engine scores and tags it automatically so nothing slips through.
Submit a complaint →Monitor status updates from your personal dashboard. Staff notes, assignments, and resolution details are logged directly to your complaint's timeline.
View your complaints →Categories
Complaints are handled across all major operational areas of the institution.
Every complaint submitted through Smart CMS is acknowledged, tracked, and handled by the appropriate team within our institution — no complaint goes unnoticed.