Civica Complaints Management

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Score8.2

Rank#5 of 177

Free planNo

Runs onAndroid, API, iOS, Web

Summary

Civica Complaints Management is a cloud platform for organisations to capture, manage, respond to, and report on customer feedback and complaints. It can take feedback through web, phone, email, and social media. Low-code and no-code workflow tools allow organisations to configure processes and change them as needs shift, while correspondence management and automation can reduce repetitive case-handler work. Reporting includes a library of automated reports, custom reports, and real-time keyword alerts to help identify problem areas. Integrations cover client and back-office systems, social media, email, telephony, mobile apps, content and document management, postal delivery, staff directories, single sign-on, and calendaring tools. REST APIs support case updates and queries, and an email API can scan incoming messages in a chosen mailbox. A self-service portal can let stakeholders register and manage casework online. The platform is browser-based with responsive access across devices. Its datasheet describes segregated single-tenant database schemas, cloud-region deployment options, ISO 9001 and ISO 27001 accreditation, and redactable audit trails for each case. Pricing is available on request.

Who it is for

Civica Complaints Management suits public or private organisations handling complaints and feedback, including government, telecoms, utilities, and other regulated services. It is designed for teams that need configurable workflows and case reporting.

What is good

Captures feedback from web, phone, email, and social media.
Low-code and no-code tools support configurable workflows.
Offers automated and custom reports with real-time keyword alerts.
REST APIs support case updates and queries.
Cases have redactable audit trails.

What to know first

Pricing is available only on request.
The platform is cloud-based.
Support-related queries are directed to Civica's Support Center.

Verdict

Civica Complaints Management brings intake, workflow, correspondence, reporting, and case auditing together for organisational complaints handling. Ask Civica for pricing and confirm that its cloud deployment and integrations fit your requirements.

Civica Complaints Management plans and pricing

All plans

Civica Complaints Management Not published Pricing information available by enquiry civica.com · 29 Sept 2026

Compared on case management software

Workflow automation: Yescivica.com

Facts

Workflow automation: Yescivica.com · 20 Sept 2026
Purpose: The cloud platform helps organisations capture, manage, respond to and report on customer feedback and complaints across their enterprise network.civica.com · 29 Sept 2026
Channels: It can capture feedback from channels including web, phone, email and social media.civica.com · 29 Sept 2026
Workflow: Low-code and no-code workflow tools let organisations configure the solution and update it as needs change.civica.com · 29 Sept 2026
Correspondence: Correspondence management and automation helps process cases and reduce repetitive work for case handlers.civica.com · 29 Sept 2026
Reporting: Automated library and custom reports plus real-time keyword alerts help identify problem areas.civica.com · 29 Sept 2026
Integrations: Integrations include client and back-office systems, social media, email and telephony, mobile apps, content management, postal delivery, staff directories, single sign-on, document management and calendaring tools.civica.com · 29 Sept 2026
API: The product provides REST APIs for case updates and queries, and an email API that can scan incoming messages to a chosen mailbox.civica.com · 29 Sept 2026
Self-service: A self-service portal can let stakeholders register and manage casework online.civica.com · 29 Sept 2026
Security: The datasheet says the platform uses single-tenant database schemas, data segregation and advanced controls, and can be deployed in different cloud regions for data protection requirements.civica.com · 29 Sept 2026
Compliance: The datasheet says the platform is accredited under ISO 9001 and ISO 27001.civica.com · 29 Sept 2026
Audit trail: Each case has a comprehensive, redactable audit trail for internal and external reviews.civica.com · 29 Sept 2026
Support: Civica directs support-related queries to its Support Center.civica.com · 29 Sept 2026
Intended users: The datasheet says the preconfigured solution supports public and private organisations including central and local government, telecoms, utilities and other regulated services.civica.com · 29 Sept 2026
Platform access: The datasheet describes a fully browser-based responsive design for customers and users on any device.civica.com · 29 Sept 2026