Complaint Management Module
We are excited to introduce the Complaint Management Module in the RentOk Manager App.
This feature has been built to make complaint handling faster, more transparent, and tenant-friendly.
With this module, managers can:
Log complaints in a structured format.
Assign them to the right team members instantly.
Track complaint progress in real time.
Communicate with tenants and staff through integrated channels.
Record financial expenses or dues linked to a complaint - all in one place.
The system also ensures team members have a clear dashboard showing all their assigned complaints, with the ability to update progress, add remarks, and provide availability.
Tenants and staff gain confidence that complaints are securely tracked and only closed after OTP verification, guaranteeing accountability and trust in the resolution process.
🔑 Key Benefits
The Complaint Management System benefits all stakeholders in the ecosystem:
For Managers – A centralized hub to view, filter, assign, and track all complaints across properties.
For Staff Members – A simplified dashboard with their assigned tasks, with easy ways to update status and share progress.
For Tenants – Full transparency, real-time updates, and secure confirmation before complaints are closed.
For Owners – Financial clarity by linking transactions like expenses and dues directly to complaints.
Highlights at a Glance:
Centralized Tracking → All complaints in one place.
Smart Assignment → Assign complaints to the right staff instantly.
Secure Closure → OTP-based resolution ensures tenant approval.
Integrated Communication → Send messages via WhatsApp, SMS, or Tenant App.
Financial Transparency → Record expenses and dues directly inside complaints.
Full Accountability → Every action is logged in an activity timeline.
👉 With predefined templates, OTP-secured closure, and a complete history log, the new system ensures complaints are not just tracked but resolved effectively and with accountability.
📝 Using Complaint Management
The module has been designed to be intuitive and action-driven. Here’s a breakdown of how each function works:
1. Raising a Complaint
Complaints can be raised directly from Dashboard → Complaints → Add Complaint.
Managers or staff need to fill in the following details:
Issue Title – e.g., “Water leakage in Room 304.”
Urgency – Urgent.
Location – Select property and specific room/area.
Description – Add a clear, detailed explanation.
Attachments – Upload photos or videos for evidence.
Assignee – Assign to a team member or leave unassigned for later allocation.
💡 Example: A manager notices “Light is not working in Room 101”. They create a complaint, mark it urgent, attach a video of the malfunctioning AC, and assign it to the electrician.
2. Complaint List
The Complaint List is the central hub for monitoring and prioritizing complaints.
Key features:
Summary Cards: Display counts of New, Urgent, In Progress, Resolved, Verified, or Reopened complaints.
Interactive Filters: Tap on “Urgent” to instantly filter urgent complaints.
Search Options: Narrow by property, urgency, assignee, or issue type.
Complaint Cards: Each card displays the title, urgency tag, location, reporter, and assignee.
3. Complaint Details View
Selecting a complaint opens a comprehensive details page showing:
Ticket ID, type, urgency, and date created.
Reporter and Assignee details.
Attachments (photos, videos, documents).
Activity timeline (remarks, status changes, communications).
Linked financial transactions (expenses or dues).
From here, managers can Edit, Change Status, Send Messages, or Add Transactions.
💡 Example: For a electricity complaint, the manager checks uploaded photos, adds remarks like “Electrician dispatched”, and reassigns it to a senior technician.
4. Editing a Complaint
Details can be updated anytime:
Modify title, urgency, or description.
Reassign to a new staff member.
Add additional remarks or attachments.
⚠️ Every edit is logged in the Activity History, so there is full visibility of who changed what and when.
5. Changing Complaint Status
Statuses define the lifecycle of a complaint and ensure everyone involved knows the current stage of resolution. Each status is mandatory to update with remarks so that the history remains transparent and informative.
Common Status Types:
Complaint Received → The complaint has been logged in the system and is awaiting initial review.
Complaint Verified → The manager/staff has confirmed the issue is valid and actionable.
Need More Time → Extra time is required to resolve due to dependency, resource availability, or complexity.
Need More Details → More information is required from the tenant/reporter (e.g., photos, timings, or clarification).
Team is Working → The assigned staff/team has started work to resolve the issue.
Resolved → The work has been completed and awaits OTP-based confirmation from the tenant/reporter before closure.
💡 Example: An electrician updates a ticket to Resolved. The reporter receives an OTP, shares it, and the ticket closes securely.
6. Sending Messages
Communication is built directly into the complaint workflow.
Options include:
Predefined Templates: e.g., “We are working on your complaint.”
Custom Messages: Write personalized updates.
Channels: WhatsApp or Tenant App notification.
History Log: Every message is stored in the complaint timeline.
💡 Example: A manager quickly sends “Please confirm your availability tomorrow 10–12” to a tenant via WhatsApp.
7. Adding Transactions
Many complaints involve expenses or dues. These can be recorded directly inside the ticket:
Add Expense – e.g., ₹1500 plumber fee.
Raise Due – e.g., ₹5000 charged to a tenant for damages.
All financial entries sync automatically with the RentOk Money Module, ensuring transparent record-keeping.
💡 Example: After a repair, the manager records a ₹1500 expense under the complaint. Later, they raised a due against the tenant for ₹5000 for damages.
8. Team Member View
Team members get a simplified dashboard tailored for their responsibilities.
Features include:
Summary Cards: Show counts like Assigned, Urgent, Pending Ratings.
Complaint Cards: Issue details, urgency, and reporter info.
Quick Actions: Update status, add remarks, upload photos, provide availability.
Feedback Options: Rate resolved complaints or request reopening.
💡 Example: A warden updates a complaint to Team Working, attaches a photo of ongoing repair work, and remarks “Plumber on-site.”
9. OTP-Based Resolution
One of the most important features is OTP-secured complaint closure.
How it works:
When a complaint is marked Resolved, an OTP is sent to the reporter’s registered phone.
The manager/staff must enter this OTP in the app to close the complaint.
If the manager/staff is unavailable, OTP can be redirected to the property admin.
This prevents premature closures and ensures tenants confirm the resolution themselves, building trust.
10. Team Member Access (Complaints Module)
The Access Manager allows you to decide what actions your team members can perform in the app. Each module has sub-permissions that you can turn ON/OFF depending on the role of your team member.
🔧 Complaints & Food – Sub-Permissions
1. View All Complaints
Gives the team member access to view every complaint raised across all properties.
Useful for senior staff or supervisors who need oversight.
2. Edit & Assign All Complaints
Allows the team member to edit details of any complaint and reassign it to other staff members.
Best for managers who handle escalations and workload distribution.
3. Raise New Complaints
Enables the team member to create new complaints on behalf of tenants or staff.
Ideal for on-ground staff who notice issues and need to log them quickly.
4. View Created & Assigned Complaints
Restricts visibility to only those complaints that the team member created themselves or those assigned to them.
Best for field staff who should only see and act on their own tasks.
5. Edit Created & Assigned Complaints
Lets the team member edit complaint details only for the complaints they raised or those assigned to them.
Keeps accountability focused and prevents changes to others’ work.
Benefits of Access Control
Ensures each team member only sees and manages what’s relevant to their role.
Protects sensitive data (e.g., billing/complaints).
Prevents mistakes by limiting editing rights.
Gives managers flexibility to assign different responsibilities to different staff.
📊 Summary of Benefits
With the Complaint Management Module, complaint handling in RentOk becomes:
Faster → Streamlined workflows & real-time updates.
More Transparent → OTP-secured closure & logged activity history.
Financially Accountable → All expenses and dues tied to complaint tickets.
Tenant-Friendly → Secure confirmation and communication features build trust.
This feature empowers managers, staff, and tenants to collaborate smoothly, leading to higher satisfaction and operational efficiency.
✅ The RentOk Complaint Management module is live now and ready to transform how issues are reported, tracked, and resolved!
User Issue/Tickets
We’ve made it easier for Managers to report app issues and get timely support. Instead of calling or emailing, you can now raise, track, and follow up on tickets directly inside the RentOk Manager App.
🔧 What Can You Report?
You can use this feature to report:
App bugs or unexpected errors
Performance issues (slow, lagging, freezing)
Login or access problems
Billing-related queries
Data mismatches in the app
Suggestions, feature requests, or feedback
✨ Step-by-Step Guide
1. Open Help & Support
Go to the Help & Support section in your app.
Here you’ll find FAQs, tutorials, and quick contact options (Call/WhatsApp).
To raise an issue, tap “Add Complaint”.
2. Create a Ticket
Fill in the details:
Property – Auto-filled if you report from a property page.
Category – RentOk AI suggests a category (Bug, Billing, etc.) based on your description.
Description – Type your issue clearly.
Urgent Toggle – Mark as urgent if it’s blocking work.
Attachments – Add screenshots, videos, audio notes, or PDFs.
App Info – App version and device details are captured automatically.
3. Track & Manage Tickets
Tickets are grouped into New, In Progress, Resolved tabs.
Search or filter tickets by category, property, or urgency.
Each ticket shows: Title, Status, Ticket ID, Urgency, and Last Updated.
Set a Follow-up Reminder with one tap.
4. Ticket Details & Collaboration
Inside a ticket, you can:
View full description, attachments, and assigned RentOk support contact.
Call or WhatsApp the support agent directly from the ticket.
Check the Activity Log with all status changes, remarks, updates, and timestamps.
Add more remarks (text or voice) and attach files anytime.
5. Notifications You’ll Receive
When a ticket is created or assigned
When support adds a new comment or changes status
When you send a follow-up reminder
If no action is taken on an urgent ticket for 24 hours
6. Resolving & Reopening Tickets
Once support resolves your issue, the ticket moves to Resolved.
If the problem recurs, simply tap Reopen, add details, and it will go back to In Progress.
7. Quick Contact (For Urgent Cases)
At any time, you can:
Call or WhatsApp the assigned support agent directly.
These interactions are logged in the ticket timeline for full visibility.
Area-Specific FAQs
We’ve also added dedicated FAQs for your key workflows:
💰 FAQ: Money
👥 FAQ: People
🏠 FAQ: Property
You can access these anytime inside the Help & Support section for quick answers.
✅ Benefits for You
No need to leave the app for support
Clear ticket history with all updates in one place
Faster resolution with attachments and smart categorization
Transparent communication and follow-ups
👉 Use this guide whenever you face app issues. With in-app ticketing, support is now faster, simpler, and fully trackable.
🔑 FlexiPe Account Level Team Access (Web Only)
FlexiPe gives businesses the flexibility to define what level of control each team member has over company funds. These new access levels, View FlexiPe, Withdraw Funds from FlexiPe, and Receive OTP for FlexiPe, ensure that teams can work efficiently while maintaining the highest level of financial security.
1️⃣ View FlexiPe
This is a read-only access designed for team members who need visibility into the account but should not perform any transactions.
They can monitor the available balance, check transaction history, and track recent withdrawals or deposits.
2️⃣ Withdraw Funds from FlexiPe
This access level allows team members to initiate withdrawals from the FlexiPe account to linked bank accounts.
Members with this access can choose the bank, enter the amount, add purpose and remarks, and move funds as required.Every withdrawal request, however, remains incomplete until it is validated by OTP.
3️⃣ Receive OTP for FlexiPe
Only members with this access can receive the One-Time Password (OTP) required to authorize withdrawals. Every withdrawal initiated by a team member must be verified with an OTP.
If a team member has the Receive OTP permission, the OTP will be delivered to them.
If no team member has this permission, the OTP will automatically be sent to the account owner
