01 Citizen
Support Portal
The one public page: what the unit handles, what evidence to gather first, and the consent notice.
AI Complaint & Case Management
Citizen Portal
Citizens report from the messaging app they already use. Officers triage, assign and close from one console. Every action is written to an audit trail that nobody can edit afterwards.
ReachTriageAccount
3
Surfaces
2
Languages, equal
1
Complaint record
0
Editable log entries
Bilingual বাংলা / English · deployed inside the agency’s own boundary
At a glance
Reachable for citizens. Accountable for officers.
Made for
Public agencies that take complaints from citizens and have to show, later, exactly how each one was handled.
How it opens
A citizen messages the official number, or follows a one-time secure link into a longer web form with evidence upload.
What it produces
A numbered case, a bilingual status message at every change, an enquiry report, and a complaint document as PDF.
What it guarantees
One complaint record behind all three surfaces, an SLA clock on every case, and audit logs nobody can edit.
One platform, three surfaces
Twelve areas, one complaint record.
Every complaint enters through a citizen surface and is worked in the officer console. All three write to the same record, so the citizen’s status message, the officer’s timeline and the audit log always agree.
02 Citizen
WhatsApp Bot
Bilingual guided intake inside WhatsApp, from consent through to an instant complaint number.
03 Citizen
Web Portal
A one-time secure link for longer reports, with evidence images and supporting case files.
04 Citizen
Status Check
A citizen can ask where their complaint stands at any time, in either language, from either surface.
05 Officer
Command Dashboard
Volume, disposal and ageing across the whole caseload, by category, channel and district.
06 Officer
Raw Complaints
The triage workbench: every incoming complaint, tinted by how long it has been waiting.
07 Officer
AI Analysis
Each complaint arrives with a proposed category, severity and disposal for an officer to accept or override.
08 Officer
Enquiry Reports
The assigned officer works the case and files a report; a supervisor accepts or returns it.
09 Output
Case Documents
A formatted complaint document, generated in Bangla or English and printed to PDF.
10 Admin
Administration
Officers, users, roles, citizen blocking, and the record of who changed what.
11 Admin
Audit Logs
Access and case actions are both logged, and neither log can be edited from the console.
12 Output
Analytics Export
Report summaries for oversight, exported without leaving the console.
The complaint journey
The order a case actually follows.
Four steps from first message to assignment. Each one names the surface where it happens, and each produces something the citizen can see.
- 1 Citizen surface
Reaches out
The citizen messages the unit’s official number and chooses guided chat intake or a secure web link.
Language choiceConsent notice - 2 Citizen surface
Files the complaint
A guided in-chat form, or a time-limited web form that accepts evidence images and supporting case files.
Guided formEvidence upload - 3 System
Number issued
A complaint number is generated straight away and returned in both languages, ready to quote later.
Complaint numberBilingual receipt - 4 Officer console
Triaged and assigned
The case lands on the board, AI proposes category, severity and disposal, an officer is assigned and the SLA clock starts.
AI triageSLA clockCitizen notified
Citizen surfaces
Report from the app you already have.
Most people will not install anything to file a complaint, and many will not use a desktop browser. Intake runs inside WhatsApp, with a time-limited web form for the longer reports that need evidence attached.
Surface 01
Support portal
The only page a citizen can reach without a link. It says what the unit handles, what evidence to collect before reporting, what consent the submission implies, and then hands them straight to the official number.
- A pre-submission checklist, so the first report is investigable rather than a second conversation.
- An explicit consent notice covering storage, processing and sharing with authorised agencies.
- A warning about false complaints and fabricated evidence, with a notice that access is logged.
Cyber Crime Support Portal
Citizen Assistance • Complaint Submission • Victim Support
What support can you get?
Financial fraudAccount hackingBlackmailOnline harassmentIdentity theftData theft
Before submitting a complaint
- Screenshots of the conversation or page
- Transaction IDs and the amounts involved
- Phone numbers and account names used
- Links to the profile, page or post
Consent & information sharing notice
Submitting a complaint means your information may be stored, processed and shared with authorised agencies. False complaints, fabricated evidence and portal abuse are offences, and all access is logged.
Start WhatsApp Chat
Surface 02
Guided intake
A guided conversation, one question at a time, in বাংলা or English, that ends with a complaint number the citizen can quote later.
- Consent is captured explicitly before any case detail is collected.
- The complaint number is returned straight away, in both languages.
- The same thread checks status later. There is nothing new for the citizen to learn.
স্বাগতম। ভাষা নির্বাচন করুন / Please choose a language.
বাংলা
অভিযোগ জমা দেওয়ার আগে সম্মতি প্রয়োজন। আপনার তথ্য সংরক্ষণ, প্রক্রিয়াকরণ ও অনুমোদিত সংস্থার সঙ্গে বিনিময়ে সম্মতি আছে?
হ্যাঁ
অভিযোগের ধরন নির্বাচন করুন:
১. আর্থিক প্রতারণা
২. অ্যাকাউন্ট হ্যাক
৩. হয়রানি
১
অভিযোগ নম্বর: CP-20486
Complaint number: CP-20486
Consent before anything else
The public page states what the unit can help with, what evidence to collect before reporting, and exactly what storing, processing and sharing the submission implies, before the first question is asked.
Explicit ConsentEvidence ChecklistScope StatementAbuse Warning
Bilingual by default
বাংলা and English are equal throughout: intake, status messages, the officer console and the generated complaint document. Nothing is a translation layer bolted onto an English product.
বাংলা / EnglishBoth in DocumentsBoth in MessagesNative Bangla Type
Two channels, one record
Chat intake and the web form write to the same complaint record, so a citizen’s status message, the officer’s timeline and the audit log can never disagree with one another.
Single RecordChannel RecordedShared TimelineOne Status Source
Links that expire
The secure web link is short-lived and made for a single complaint from the citizen who asked for it. A lost or expired link is simply re-issued on request.
Short-LivedOne Link, One CaseTied to the CitizenRe-issue on Request
Officer console
Nothing ages out of view.
Every card, filter and chart is bound to the same filter state, so a date range or a category narrows the whole page at once, and any number can be clicked to open the cases behind it.
Screen 01
Command dashboard
Metric cards, an insight strip and a full set of charts. It answers three questions at a glance: how many complaints are open, where they are stuck, and who is carrying them.
- Clicking a metric card expands the matching case list in place, without leaving the screen.
- Status and category colours are fixed per entity, so a bar keeps its colour on every chart.
- PNG and PDF export per chart, plus a full-page export of the whole dashboard.
1,248
Total
412
Completed
96
Advice Given
684
Under Enquiry
56
Decision Pending
Top crime type, last 30 days
Online Shopping Scam
38 · under Financial Fraud
Highest monthly count
214
in August 2026
Top assigned officer
64
assigned complaints
Completion rate
33%
412 completed of 1,248
Category of crime
Financial Fraud 498
Account Takeover 244
Harassment 187
Identity Theft 141
Data Theft 96
Not Cyber 82
Monthly complaints received
JanAug · 214Dec
Financial Fraud: sub-categories
498 complaints in the filtered range
Online Shopping Scam 112 22%
Mobile Banking Fraud 96 19%
Investment Scam 74 15%
Card Fraud 58 12%
Screen 02
Raw Complaints workbench
Where cases are actually worked. One wide row holds the complaint, its full status timeline, how long it has been open, who is enquiring, and the actions available right now, with row colour carrying the SLA.
- Status changes are made in-row, and a case can only be closed through the proper review.
- An ageing badge shows how long each case has been open, measured against its SLA.
- Auto-refresh pulls new complaints in with a toast, and pauses while a row is being edited.
All CategoriesAll Sub CategoriesAll StatusOrigin: AllEO Report: All
Complaint Category Origin Age Status
CP-20486 Financial Fraud Online Shopping Scam WhatsApp 2d EO Assigned
CP-20481 Account Takeover Social Media Web 14d Under Enquiry
CP-20477 Harassment Blackmail WhatsApp 36d Under Enquiry
CP-20470 Not Cyber — Web 4d Advice Given
CP-20466 Identity Theft NID Misuse WhatsApp 0d Received
Status timeline · CP-20486
RECEIVED 02 Sep System
AI ANALYSED 02 Sep System
EO ASSIGNED 03 Sep Admin
UNDER ENQUIRY 03 Sep Enquiry officer
REPORT FILED — pending
Row tint is the SLA
Within SLAApproaching SLAOverdueAdvice givenDecision pending
Triage that shows its ageing
Every row in the workbench is tinted by how long it has been waiting against the unit’s own SLA, so a case drifting towards its deadline looks different from one that has passed it. Nothing quietly ages out of view.
SLA Row TintSortable QueueChannel FilterBulk Assignment
AI proposes, an officer decides
Each complaint arrives with a proposed category and sub-category from the unit’s own taxonomy, plus a severity and a suggested disposal. Every one of them is an officer’s to accept or override.
Category ProposalYour Own TaxonomySeverity ProposalOfficer Override
Enquiry and acceptance
The assigned officer works the case and uploads a report. A supervisor accepts it or returns it with a reason, and the citizen is told which happened, automatically, in their own language.
Report UploadSupervisor ReviewReturn with ReasonAuto Notification
Roles, enforced server-side
Each role sees only the tools it needs, but the restriction lives on the server, not in the interface. Administrative accounts are themselves under role control, so no one can quietly widen their own access.
Role-Based AccessServer-EnforcedScoped NavigationTwo-Factor Option
Governance
Written down, and not editable afterwards.
A complaint system is only as good as its record of what was done. Access and case actions are both logged, and no role can alter those logs from the console.
Surfaces
- WhatsApp guided intake
- One-time secure web portal
- Officer console
- One shared complaint record
Case handling
- A citizen message at every status change
- SLA clock on every case
- AI triage with officer override
- Enquiry report and acceptance
Governance
- Immutable access and action logs
- Role-based, enforced on the server
- Citizen blocking for portal abuse
- Retention set by the deploying unit
Output
- Bilingual complaint document
- Print-ready PDF
- Report summaries for oversight
- Status check on demand
Public sector
Deployed inside your own boundary.
Citizen Portal is configured to a unit’s own taxonomy, roles, SLA thresholds and retention rules, and runs inside the agency’s infrastructure. We will walk the three surfaces on demonstration data.