Registering a complaint:

1. Maintenance related complaints shall be registered at maintenance office by person (complaints shall be registered in Apartment ADDA App online - WIP).
2. A complaint may be made by entering the details of the complaint in the complaint register. The column “Complaint by”, “Date”, “Priority” and “Description” should be filled by the person making the complaint, rest of the columns should be filled by Maintenance Team.
3. The resident can choose to escalate the complaint in case the complaint is not attended with in the stipulated time and no adequate explanation is given.
   • Level – 1: Maintenance Manager
   • Level – 2: Maintenance Committee
   • Level – 3: Board of Managers
4. Complaints pertaining to individual Flats and complaints pertaining to common area/items to be registered separately for easy follow-up.

Complaint Priorities:

Residents can prioritize the complaint into one of 4 priorities. The principles are as follows:

1. Priority 1: High
   • complaints are those which entail possible permanent or expensive damage to life, health or property at any time and which the resident has little or no direct control over.
2. Priority 2: Medium
   • complaints are those which cause considerable difficulty to the resident in carrying out normal day-to-day activities, but which the resident can reasonably tolerate over a 24-hour period and do not require special tools or skills to fix. It can spill over for concrete reasons, but an agreed-upon time frame needs to be specified at the time of making the complaint.
3. Priority 3: Low
   • Complaints are those, which cause inconvenience to the resident, and/or for which special tools, and skills are required to fix.
4. Priority 4: Unclassified
   • Complaints are those which do not fall into any of the above 3 categories.

Examples of request classification:

Priority 1 (High): Emergency response – attend immediately

Examples:

• Smell of gas
• Major water leak or flood resulting in immediate damage to structure, services or equipments
• Major loss of power supply
• Major damage to structure, including ceiling collapse
• Major loss of building security
• Main drainage blockage
• Fire

Priority 2 (Medium): Respond and fix within 24 hours

Examples:

• Internal lighting faults where accessible and area available
• Loss of drinking water
• Partial loss of power to room or area
• Dangerous or uneven paving
• Minor internal plumbing leaks
• Blocked urinal
• Overflow pipe discharging

Priority 3 (Low): Fix within 3 working days

Examples:

• Broken WC seat
• Replace sanitary fittings
• Making good holes in walls and ceilings or plaster repairs

Priority 4 (Unclassified): Fix by agreed date

Example:

• Any work not falling into the above categories where the completion date is agreed with the resident