Public-service complaint desk
Report an issue and follow it until it is resolved
CivicResolve routes citizen complaints to the right department, tracks every status change against published SLA deadlines, and keeps a record anyone can look up by complaint number.
No account needed to look up a case by number.
SLA by priority
Published deadlines, not guesswork
Immutable history
Every status change is recorded
Role-based access
Citizens, officers, managers, admins
Public tracking
Lookup by number — no PII shown
How it works
Three steps from intake to close
The same workflow for every complaint — so citizens know what to expect, and staff work from a single, auditable path.
- 01
Submit
Describe the issue, choose a category, and attach evidence. The desk routes it to the responsible department.
- 02
Track
Follow review, assignment, and work-in-progress against the SLA. Anyone with the number can see a public summary.
- 03
Resolve
Officers investigate, managers assign work, and citizens can accept a resolution or reopen it if the issue remains.
Platform
Built for accountable public-service work
Routing, deadlines, evidence, and audit are first-class — not bolted on after the form is submitted.
Automatic routing
Categories map to departments so intake lands with the team that can act on it.
SLA monitoring
Each priority has a configured window. Cases show on track, due soon, or breached.
Status timeline
Every transition is stored. Staff and citizens see the same sequence of events.
Evidence and notes
Attachments, public comments, and internal notes stay in their proper channels.
In-app notifications
Assignment, status, and resolution updates reach the people who need them.
Oversight tools
Managers and admins get workload, SLA, and audit views — not a shared spreadsheet.
Who it serves
One desk, four roles
Access is enforced server-side. Each role sees the work they are responsible for — nothing more.
Citizens
File a complaint, attach evidence, and follow your own cases through to close.
Officers
Work assigned cases: status changes, public updates, internal notes, and evidence.
Managers
Assign officers, watch department SLA, and keep the queue moving.
Admins
Configure users, categories, SLA rules, and review the immutable audit log.
Public tracking
Already have a complaint number?
Look up status, department, and timeline without signing in. Personal details, comments, and attachments stay private.
Questions
Before you submit
Do I need an account to track a complaint?
No. Anyone with the complaint number can see a public summary. An account is required to submit a new complaint or view your personal case details.
What appears on the public tracker?
Number, title, status, category, department, dates, and status history. Names, comments, attachments, and officer details are never shown.
How does a complaint reach the right department?
Each category has a default department. The system routes on submit. Managers can reassign work inside their department.
What does SLA mean here?
Each priority has a configured response window. Cases display on track, due soon, or breached so citizens and staff can see whether the deadline is being met.
Open a case in minutes
Create a citizen account to submit a complaint, or look up an existing case with its number.