AUTOMATED SLA ESCALATION• Complaints & Grievance Register

Every complaint tracked, assigned, and closed — not lost in a register book

Klazz's Complaint & Grievance Register replaces the paper register and the untracked WhatsApp message with assignment, automatic SLA escalation, and a full work-log audit trail for every complaint raised, about anyone.

See the complaint register Log in

Multi-subject

Student, staff, or external

15 min

SLA escalation sweep

Append-only

Work-log audit trail

Portal access

Parents track their own

Multi-subject assignment & categorization

A complaint can name several subjects at once — student, staff (teaching or non-teaching), or an external party
Categorize issues across transport, academics, discipline, infrastructure, sanitation, or fee disputes
Auto-assigns to the relevant department head with priority flags based on severity

Automated SLA escalation sweeps

SLA breaches escalate automatically on a 15-minute scheduled sweep, not relying on manual memory
Unresolved P1 items escalate straight to the Principal or Director queue after SLA threshold breach
Clear turnaround time (TAT) tracking prevents parent dissatisfaction and unaddressed grievances

Append-only work-log audit trail

Every action taken is permanently appended to a work-log timeline with actor name and timestamp
Resolution notes, parent follow-up calls, and internal staff discussions documented in chronological order
Prevents retrospective alterations or closed-loop disputes during parent-management escalations

Parent portal grievance tracking

Parents can log grievances directly via the mobile portal with attachments and category selection
Real-time status updates (Under Review, In Progress, Resolved) visible without calling the reception desk
Direct closure feedback and satisfaction rating collected upon grievance resolution

Real workflow walkthrough

On a normal day

09:00

A parent logs a complaint about a bus route delay through the parent portal — no phone call needed.

09:05

It's auto-assigned to the Transport coordinator; the front office sees it land on the shared register.

That afternoon

A scheduled sweep checks every open complaint against its SLA window and escalates anything overdue.

Resolution

Each action taken is appended to the complaint's work-log timeline — never edited over, always visible in order.

Which screens do you actually get

Real screens live in the product today, not a mockup list.

Complaint Register (list + filters)

New Complaint — multi-subject entry

SLA Escalation Queue

Work Log Timeline & Resolution History

Parent Portal — My Grievance Feed

Front-Office Complaints Desk

Common questions

Frequently asked questions

Who can a complaint be about?

A complaint can name multiple subjects — a student, an employee (teaching or non-teaching), or a free-text external person — instead of forcing every complaint into a single-student field the way a basic register does.

What happens if a complaint isn't handled in time?

Complaints past their SLA window escalate automatically — a scheduled sweep runs every 15 minutes and flags overdue items for follow-up, instead of relying on someone remembering to check.

Is there a record of what was actually done about a complaint?

Yes — every action is logged to an append-only work-log timeline tied to the complaint, visible to whoever's assigned or escalated to it. Nothing gets silently edited or deleted from the trail.

Can parents submit and track complaints themselves?

Yes, through the parent portal — a parent can log a complaint and see its status without calling the front office to ask.

Works together with

Admissions & Enquiry Parent Communication

We onboard a limited number of pilot schools each term because the founder sets each one up personally

Request a demo & pilot for Complaints & Grievance Register
for focus & results.

Qualifying schools get a guided 2-month pilot — free, with setup and training.

✓ Zero setup fees
✓ Full data migration support
✓ Unlimited training sessions
✓ Access to all premium features