How to raise a complaint and track it to closure
Raise a complaint in the AKCS app in any of six languages, pick a category and criticality, attach photos, and follow it through to closure.
How do I raise a complaint in the AKCS app?
Open complaints in the AKCS app, choose a category, describe the problem, and submit. The complaint opens against your flat, goes to the staff who handle that category, and you follow it in the same screen until it is closed.
- Open the AKCS app and go to complaints.
- Tap to raise a new complaint.
- Pick a category from the 25 available. The category decides who the complaint reaches, so it is the most important field on the form.
- Set the scope — your flat, or a common area.
- Write what is wrong. Plain description of the problem, where it is, and since when.
- Set criticality. It defaults to medium. Change it only if the situation warrants it.
- Attach photos or a PDF if you have them. Each image can be up to 10MB.
- Submit. The complaint opens and appears in your list.
All dates and times you see are your community's local time.
Which category should I choose?
Pick the category that matches the trade or the subject, not the room. A leaking tap is Plumbing, not Cleanliness. If nothing fits, use Other and describe it fully.
There are 25 categories:
| Group | Categories |
|---|---|
| Trades and repair | Plumbing, Electrical, HVAC, Appliance, Carpentry, Civil, Seepage |
| Building services | Lift, Internet, Water, Facilities, Common Area |
| Upkeep | Cleanliness, Housekeeping, Pest Control |
| People and conduct | Noise, Pet, Staff, Security, Policy |
| Community operations | Parking, Amenity, Event, Payment |
| Anything else | Other |
The category also determines the resolution deadline your committee has set, so a complaint filed under the wrong category is measured against the wrong clock.
What do the criticality levels mean?
Criticality tells staff how quickly to move. It defaults to medium. AKCS uses criticality, not priority, and there are four levels.
| Criticality | Use it for | Example |
|---|---|---|
| Low | Something you want fixed, but nothing is at risk | A loose cupboard hinge |
| Medium (default) | Normal repairs and requests | A tap dripping, a corridor light out |
| High | The flat or a shared service is genuinely disrupted | No water supply, lift stuck between floors |
| Emergency | Danger to people or property right now | Live wire exposed, gas smell, flooding |
Is my complaint private, or can everyone in the community see it?
That depends on the scope you set. A complaint scoped to your flat is private. A complaint scoped to a common area is community business and is handled as such.
- Flat scope — a private complaint about your own home. Use it for your plumbing, your appliance, your electrical work.
- Common area scope — the lobby, the lift, the car park, the terrace, the gate. Use it for anything shared.
Staff can also leave internal comments on a complaint that are visible only to them, not to you. That is deliberate: it lets a supervisor pass instructions to a technician without turning your complaint thread into an internal chat.
Can I file a complaint in Telugu, Hindi, Kannada, Tamil or Malayalam?
Yes. You can write the complaint in your own language. AKCS supports English, Telugu, Hindi, Kannada, Tamil and Malayalam, and stores an English translation alongside what you wrote.
Both versions are kept. Your original text stays on the record, and the staff member who acts on the complaint reads the English translation if that is the language they work in. Nothing you wrote is replaced or thrown away. Push notifications are sent in the language stored on your profile.
What do the complaint statuses mean?
A complaint moves through seven statuses. Open is where it starts, closed is where it ends, and reopen exists because a fix that did not hold is not a fix.
| Status | What it means |
|---|---|
| Open | Filed, not yet picked up |
| In progress | A staff member is working on it |
| Scheduled | Work is booked for a specific time — common for lift, pest control and other visits that need a slot |
| Hold | Paused, usually waiting on a part, a vendor or a committee decision |
| Resolved | Staff say the work is done |
| Closed | Finished and shut. No further action expected |
| Reopen | It was resolved or closed, and the problem came back or was never fixed |
If a complaint is marked resolved and the problem is still there, ask for it to be reopened rather than filing a fresh complaint. That keeps the whole history — photos, comments, dates — attached to one record.
How does the committee make sure a complaint gets picked up?
Your committee configures three things per community: a resolution deadline per category, a time-based escalation ladder, and how complaints are assigned to staff. These are set once and then run on their own.
Resolution deadlines. Each category carries an SLA expressed as resolution time in hours. Plumbing and lift can have very different deadlines. The clock is what escalation and reporting measure against.
Escalation. Escalation is multi-level and runs on time thresholds. When a complaint sits past a threshold without moving, it is escalated to the next level. Nobody has to remember to chase it.
Assignment. Three modes are available:
| Mode | How it works | Best for |
|---|---|---|
| Manual (default) | A manager assigns each complaint to a named staff member | Small teams, or committees that want control over who does what |
| Auto | AKCS assigns to the top-ranked candidate, ranked by least load, round robin or skill match | Steady volume with a settled staff roster |
| Offer | The complaint is pushed to every eligible staff member; the first to claim it gets it | Teams that are out on site, where whoever is nearest should take it |
Committees setting this up for the first time should configure routing for all 25 categories before going live, then check for unassigned complaints in the first week.
Related reading: how AKCS onboarding works and add family members and tenants. If your committee wants a walkthrough of complaint routing and SLAs, book a demo.
Still stuck?
Email contact@shinraidynamics.com and a human replies within the same working day.