A parent writes to the school from the Parents App as a complaint or a suggestion, and every one of those messages lands on General › Complaints/Suggestions Report in the web panel.
Why a message can seem to arrive late
Nothing is batched or held back. The message is saved the moment the parent presses send, and in the same step the school is told twice: the Owner App receives a push (Parents Complaint Alert for a complaint, New Suggestion Received for a suggestion) and the notification bell in the web app raises an alert on the admins' logins, with a link that opens this screen. So a message you receive late is a message nobody opened — EDUBase sends the school no SMS about it, and nothing alerts you a second time. Keep the bell in view, or give one person the job of opening the two un- lists every morning.
Reading what has come in
- Open General › Complaints/Suggestions Report. Nothing is listed until you choose one of the four lists: Unresolved Complaints, Resolved Complaints, Unaddressed Suggestions, Addressed Suggestions. Anything new sits in the two un- lists.
- Category Filter narrows the list to Academic or Non Academic.
- Each row carries the date it was sent, the message itself, the campus, your response so far, the status, and any file the parent attached — a photo, a PDF, a document, even a video or a voice recording. Each attachment opens in a new tab.
- The Complaint By column names the student, father or guardian, class, section, roll number and mobile. When the sending number is not matched to a student, only that phone number is shown.
Replying to a parent
Press Reply on the row — it is offered only while the row is still Unsolved or Unaddressed. Type the reply, set Status, and press Save Changes.
- The family receives the reply as a Parents App notification, sent to the student's own contact number and to the mother's and father's numbers.
- Marking it Solved (or Addressed for a suggestion) takes the item off the notification bell of everyone else who handles the queue, and the Reply button disappears from that row.
- Delete removes the message after a confirmation. The parent is told nothing, and the message cannot be brought back.
Not this screen
Two-way chat between staff, parents and teachers is the Messages screen (Communication Center) — a different place. This report holds only what a parent sent as a complaint or a suggestion.
📺 Watch: EDUBASE Complaints & Suggestions Complete Guide — https://youtu.be/MbrDA8P-mjs 📺 Watch: 1. HOW RESOLVE STUDENT COMPLAINT & SUGGESTIONS — https://youtu.be/yEq_1rIYUz4