Communication

Complaints and feedback from parents

The Grievance module — how parents raise complaints or leave feedback, and how the school handles them.

1 min readPublished June 4, 2026· Updated June 21, 2026

Complaints and feedback from parents

Two related things live under the Grievance menu:

  • Complaints — a parent raising a concern (bullying, fees, maintenance, transport).
  • Feedback — non-urgent input (a suggestion, praise, request).

Both go through a structured workflow.

Grievance vs Helpdesk — easy to mix up

  • Helpdesk = tickets raised against Schoolwati (the platform vendor).
  • Grievance = tickets raised against your school, by parents and students.

Same shape, completely separate data.

Raising a complaint (parent side)

  1. Parent opens the parent portal → Grievance tab.
  2. Clicks + New Complaint.
  3. Picks a category (Academics, Discipline, Hostel, Transport, Fees, Other).
  4. Writes subject and description; optionally attaches files.
  5. Submits.

Handling a complaint (school side)

From the menu: Communication → Complaints.

  1. New complaints land at the top.
  2. Open the detail page.
  3. Assign to a staff member — typically the head of the relevant department.
  4. Move through statuses: Open → In Progress → Resolved → Closed.
  5. Add comments — internal notes are hidden from the parent; parent-facing comments go to them.

Categories

Communication → Categories lets you customise the list. Each category has:

  • Name and description.
  • Default assignee — who picks it up by default.

(Auto-routing by category + SLA tracking are on our roadmap.)

Feedback flow

Communication → Feedback — lighter weight. No assignment, no SLA. Just a list of inputs from parents. You can acknowledge and optionally surface positive feedback on your public webpage.

Reports

Reports → Grievances shows open count by category, resolution time, top sources, trends across the year.

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