Named owner, real deadline
Routing rules assign each case to a department and a person based on the office, the service and the severity. An SLA timer starts at creation — not when someone happens to read the email.
Government — complaint handling
Citizen complaint management software with SLA tracking
Citizen complaint management software turns every complaint — from a kiosk, a QR code, a web form or a call — into a tracked case with a named owner, an SLA deadline, an escalation chain and an audit trail. Qmeter opens the case automatically from the feedback itself, so a complaint cannot be lost, ignored or quietly closed.
Collecting complaints is the easy half. What citizens judge is what happens in the hours after they complain — and what an oversight body can later verify.
Why a case, not an inbox
A complaint without an owner is a complaint that disappears
Shared mailboxes, paper registers and hotline notes all fail the same way: nobody is accountable for the outcome, and nobody can prove what was done.
Escalation that does not depend on goodwill
If the first-response or resolution deadline slips, the case moves up a defined chain — supervisor, head of centre, director — automatically. The system chases; people decide.
Evidence for oversight
Every assignment, comment, status change and resolution is written to an audit trail. When an ombudsman, an auditor or a minister asks how a case was handled, the answer is a record.
How it works
From the angry face to a documented resolution
The case is created by the feedback, not by a clerk copying it into a register.
Feedback becomes a case automatically
A bad rating on a kiosk, a QR survey, a web form or a post-call SMS triggers a rule: a case opens with the citizen's comment, the office, the service and the channel already filled in.
Routed, timed, escalated
The rule picks the department and owner; priority sets the SLA. First response and resolution are timed separately. Missed deadlines escalate up the chain and appear on the dashboard as overdue.
Closed with a cause and an action
Closing a case requires a root cause and the action taken. After resolution the citizen is asked whether the problem was actually fixed — the recovery rate is a tracked KPI.
Inside a case
What the officer sees, what the director sees
The same case, two views: the conversation and the evidence for the officer; the queue, the SLA and the recovery rate for management.
One case, the whole story
The case view holds the citizen's original complaint, every reply sent, internal notes, assignment changes and the final root cause and action — with first-response and resolution SLA shown against the deadline.
- Citizen reply by email or SMS from inside the case
- Internal notes separated from citizen-facing replies
- First-response and resolution SLA with deadline and status
- Root cause and action taken required to close
The queue, by status, owner and SLA
The All Cases view shows every open complaint with its office, owner, priority and how much of the SLA has elapsed. Filters by office, status and assignee make the morning review a five-minute job.
- Overdue and at-risk cases surfaced first
- Filters by office, status, priority, owner and period
- Recovery rate: did the citizen confirm the fix?
- Root-cause analytics: which failures repeat, where
Designed for public accountability
Built for the standards oversight bodies expect
The process elements that complaint-handling standards such as ISO 10002 describe — receipt, acknowledgement, tracking, escalation, closure and review — map directly onto the case workflow.
Receipt and acknowledgement
The case is timestamped at creation and the first response is timed separately, so acknowledgement is measurable, not assumed.
Tracking and escalation
Status, owner and deadline are visible on every case; escalation is automatic when a deadline slips.
Closure with evidence
Root cause and action taken are mandatory fields; the audit trail cannot be edited after the fact.
Review and prevention
Root-cause analytics show which failures repeat and where, so the fix is a process change, not a one-off apology.
FAQ
Citizen complaint management, answered
Short, honest answers. For a workflow walkthrough with your own cases, talk to our team.
How does a complaint enter the system?
Automatically from feedback: a low rating on a kiosk, a QR or web survey, a post-call SMS or an embedded portal form opens a case through a rule you define. Cases can also be created manually by staff, for example from a letter or a phone call.
How are SLA deadlines set?
Can citizens see the status of their complaint?
Is Qmeter certified to ISO 10002?
Where is complaint data stored?
Keep exploring
Related pages
Government & public sector overview
The full citizen feedback platform: collection, accountability, data sovereignty.
→Closed-loop ticketing
The ticketing engine behind the case workflow: rules, SLA, escalation, root cause.
→Citizen feedback kiosk
Where most complaints start: one tap at the exit of the service centre.
→Local government feedback tool
Complaint handling for a municipality that starts with one office.
→Security & GDPR
PII masking, audit trails, retention and deletion workflows.
→Closed-loop feedback guide
What closing the loop means in CX and how to run it.
→Get started
Give every complaint an owner this month
Run the case workflow on one office's complaints for 14 days — free trial, no consultants; on-premise deployment available for national programmes.