Transparent, Accessible, and Secure Complaint Handling

About the System

The ISU–Cauayan Complaints and Feedback Management System streamlines the full lifecycle of campus complaints, queries, and feedback—covering intake, triage, routing, action, and closure. It provides a consistent experience for students, staff, visitors, and partners to report issues, receive a reference code, and track status updates transparently until resolution.

Users can submit in anonymous mode for sensitive matters, or sign in to build history and enable faster follow-ups. Each ticket is categorized and routed to the appropriate office/department for action. All steps—acknowledgments, requests for clarification, decisions, and final outcomes—are time-stamped to form a clear audit trail, supporting accountability and service improvement across the campus.

The platform emphasizes data privacy and minimal collection. Anonymous submissions do not capture personal identity, and uploaded evidence is stored securely with access restricted to authorized personnel. Role-based access ensures that Admins, Departments, and assigned handlers only see what they need to process cases efficiently.

How It Works

1. Submit a complaint/query/feedback (anonymous or logged in) and get a unique reference code.
2. The system auto-categorizes and routes the ticket to the responsible office/department.
3. Handlers acknowledge, investigate, and may request additional details through ticket updates.
4. Users can track progress anytime using the reference code on the tracking page.
5. Upon resolution, actions and decisions are recorded to complete the audit trail.

Key Features

• Anonymous and authenticated submissions
• Unique reference codes and self-service tracking
• Smart routing by category/office and time-stamped actions
• Searchable ticket history and notes
• Responsive UI and clear guidance in forms