01
Clicking "Complaints"
The owner clicks the "Complaints" link in the sidebar to view the master list of all reported platform issues and feedback.
Platform Owner · Complaints
How do I view Platform Complaints?
Follow the steps below to complete this action inside Marafiqy.
02
View Complaint Details
They see a list of complaints showing the unique Complaint ID, Type (e.g., "Unit feature not working," "Against service provider"), Date of submission, and the affected Property ID and Tenant name.
03
Monitor Status and Resolution
They can clearly see the Status of each complaint, ranging from "Initiated" and "Pending" to "In Progress," "Resolved," or "Invalid."
04
Filter and Search Complaints
They can perform searches and apply Filters based on the Type of complaint, the current Status, the Property ID, or the Tenant who submitted it.
05
Access Full Complaint Log/Export
They can perform the action of clicking the Eye Icon to view the full details and communication log for a specific complaint, or "Download Report" for bulk analysis.
06
View Complaint and Property Details
They see the unique Complaint ID, Subject, Complaint Date, the associated Property ID, Property Owner, and the Unit Number/Address.
07
Audit User and Service Provider Info
They see who the complaint is Against (e.g., Service Provider or Property Manager), along with the relevant user’s Name, Phone No., and Email.
08
Manage and Update Status
They can perform the action of updating the Complaint Status (e.g., from Pending to Resolved) and add comments in the text box for internal tracking.
09
Review Full Communication Log
They see the chronological Complaint Log on the right, which tracks all updates, comments, status changes (e.g., Initialized, Pending, In Progress, Resolved), and attached documents.
10
Perform Resolution Actions
They can perform actions to “Forward to” another party (like a Property Manager), Upload new attachments, and click “Submit” to save the resolution and update the log.
