Filing a Complaint & Support Tickets
Step-by-step guide to submitting complaints, reporting issues, tagging users, and tracking your ticket status.
Note for Students
This portal module is fully integrated with your dashboard profile. Contact administration if permissions are restricted.
Step-by-Step Guide
Open the Complaint Modal
Click the 'File a Complaint' button in the student sidebar (marked with a flag icon). This opens the structured complaint submission modal. You can also access it from the Help section of your dashboard.
Select the Recipient
Choose the appropriate escalation target: • Class Teacher — For classroom issues, syllabus concerns, peer disputes, or assessment-related grievances. • IT / Tech Support (Admin) — For portal bugs, login problems, data discrepancies, or device issues. • Principal / Vice-Principal — For serious infrastructure complaints, safety concerns, or policy escalations.
Write your Complaint
Add a clear title (e.g., 'Library fine not cleared after book return') and a detailed description. Include relevant dates, locations, and any reference numbers you have. The more detail you provide, the faster the resolution.
Tag Relevant Users
Use the 'Tag People' field to reference specific users involved in the issue. Type '@' followed by a name to search and select students or teachers. Tagged users receive a notification and a copy of the ticket in their portal.
Submit & Track
Click Submit. A success notification appears with a unique reference number (e.g., CMP-77169). Save this number — use it when following up with staff. All your submitted tickets are viewable under 'My Complaints' in the sidebar, along with their current status (Open, In Progress, Resolved, Closed).
Tips
- Be specific and factual in complaint descriptions. Vague complaints take longer to resolve.
- Keep your CMP reference number — it's the fastest way to follow up with staff.
Important Warnings
- Filing false or malicious complaints is a disciplinary offence and may result in account suspension.
Frequently Asked Questions
How long does it take for a complaint to be resolved?
Response times vary by priority. Urgent/safety complaints are addressed within 24 hours. Standard complaints are reviewed within 3–5 school days. IT issues are typically resolved within 1–2 business days.
Can I edit a complaint after submitting?
No — submitted complaints are locked to maintain audit integrity. If you need to add information, submit a follow-up comment on the ticket thread, or reference the CMP number in a new ticket.