The record stays on the phone
A complaint is usually a phone call, a message, or a line in a site notebook. When the lender asks to see the mechanism there is no trail — and what trail exists does not say who did what, or when.
Grievance and stakeholder engagement, in one place
Complaints from people affected by a project and reports from the people working on it do not share a channel. Both are recorded, both are tracked, and neither closes because a counter filled up.
What happens today
Worker reports run through the same channel
When a worker's report about their own employer lands in the project's general complaint channel, that channel dies with the first leak. What is left is an empty screen that claims a mechanism exists.
The system closes when a counter fills
A system with a hard cap on complaint volume pushes staff to stop recording complaints. Once nothing is recorded, the organisation has neither the data nor the lender's trust.
What the platform does
Two separate channels
Community complaints and worker reports run apart. The record is visible to the authority, the lender, the consultant and the contractor; who filed it is not visible to contractor or subcontractor staff.
Volume never blocks a record
Complaint count is a sizing indicator for the plan, not a gate. Going over it sends a warning and the record is still taken. Hard limits apply only where cost is real: storage, retention period, message credits.
The data stays with the organisation
Even if the party paying the invoice leaves the project, the data belongs to the tenant. Export is one click and self-service.
Data protection roles are written down
The organisation is the controller, the platform is the processor. The organisation picks the retention period; six months before it ends the reminder goes to several administrators, not one.
What each party gets
Authorities and municipalities
Citizen complaints collect in one place and stop going missing. You are the data controller: you choose the retention period and you take the export yourself, whenever you want it.
Contractors
One system covers the commitment you made to the lender. Your own workers' reports sit in a separate channel, and your staff cannot see who filed them.
Consultants
Every project in your portfolio runs from one place. The discount follows a rule tied to the number of active projects, not a negotiation.
Banks and lenders
You can see the mechanism working rather than existing on paper: a record that was buried or wrongly closed is visible to the observer too.