INTEGRATED COMPLAINTS MANAGEMENT SYSTEM

Public institutions often receive complaints regarding their operations. The manner in which such institutions respond to these concerns significantly impacts their public perception and operational efficiency.

The Integrated Complaints Management System (ICMS) is designed to modernize and streamline the way Institutions handles complaints. It supports multiple modern, accessible, and reliable reporting channels such as SMS, Short Codes, Web, Mobile Applications, and Toll-Free Lines, thereby promoting inclusivity and enhancing public trust.

Traditional methods of complaints management—such as locked complaint boxes, physical walk-ins, and rarely functional online forms—have become obsolete and ineffective in today’s fast-paced environment.

Legacy methods previously used include:

1) Complaint Boxes – Often placed in corridors, these boxes were typically locked and rarely opened.

2) Walk-ins to Complaints Offices – Individuals had to physically fill out a complaint register similar to an Occurrence Book (OB).

3) Outdated Online Forms – Limited or dysfunctional web-based complaint systems.