A resident files a complaint — a leaking pipe, a broken gate, a noise issue — and in a lot of societies, what happens next depends entirely on whether whoever received it remembers to follow up. There’s often no deadline, no escalation, and no way for the resident to tell whether their complaint is being worked on or was simply forgotten the moment it was logged.
Every complaint gets a deadline, based on its priority
When a complaint is logged in Nivas Portal, it’s assigned a priority — urgent, high, medium, or low — and a resolution deadline follows automatically from that priority: 24 hours for urgent, 48 for high, 5 days for medium, 10 days for low. That deadline is a real, computed timestamp attached to the complaint, not a vague expectation — and once it passes without resolution, the complaint is visibly marked as overdue for anyone checking, not just quietly aging in the background.
- Status moves through a fixed set of stages — open, in progress, resolved, closed — visible to the resident who filed it, not just the committee.
- The SLA clock only runs while a complaint is actually open or in progress — it stops the moment it’s resolved, so the deadline reflects real response time, not calendar time after the fact.
- A breached SLA is a visible signal on the complaint itself, not something that requires cross-checking dates by hand to notice.
It also protects the people handling complaints: a committee member working through a real queue, with visible deadlines and an audit trail of what was done and when, has a much easier time showing a genuinely difficult complaint was handled reasonably — rather than relying on residents to simply take their word for it.
Give every complaint a real deadline and a visible status — start a free trial or read the step-by-step setup guide at nivasportal.com. Related read: one member, one vote, even at the AGM.