AU2014100131A4

AU2014100131A4 - iComplain - A process that allows users to provide feedback on any goods and/or services that the user may come across from any location through a web based portal using any connectible device.

Info

Publication number: AU2014100131A4
Application number: AU2014100131A
Authority: AU
Inventors: Stephen Moss
Original assignee: BLACKCITRUS Pty Ltd
Current assignee: BLACKCITRUS Pty Ltd
Priority date: 2014-02-13
Filing date: 2014-02-13
Publication date: 2014-03-20
Anticipated expiration: 2022-02-13
Also published as: AU2014101196A4

Abstract

iComplain - Patents Process Abstract Abstract A process that allows users to provide feedback on any goods and/or services that the user may come across from any location. The process will be implemented in a web based portal and mobile application (App), the purpose of which is to be available online to users from any location using any devices that can connect to the network such as smart phones, laptops, tablets, computers, or any other connectable device. The innovative part of the App is that it is a distribution system that captures the feedback (in the form of complaints) provided by the user and distributes it to multiple sources for the purpose of providing a real-time resolution to the issue. A resolution portal is part of the system that allows the complainant and the provider to have an online window of communication and actions where the issue can be resolved between each other before further action is taken. The system can also provide reports that detail the results of user feedback and ratings which would be available to other users as part of their review. In this way, the system can work for both the consumer, by encouraging the provider to deliver better goods and/or services through bad exposure, and the provider by gaining feedback to allow them to enhance their services. Complaints are sourced from Apps, Web and Mobile - these are received by the complaint portal. The workflow layer then takes the complaint and pushes out notifications via the notification layer to the businesses, third parties and the complainer. Complaint iComplain Source plafiorn Web Comnplin Workfl.w Resoilution Porta ILayer Portal 3rd paies'

Description

Editorial Note There are 2 pages of description iComplain - Patents Description Process A process that allows users to provide feedback on any goods and/or services that the user may come across from any location. The process will be implemented in a web based portal and mobile application (App), the purpose of which is to be available online to users from any location using any devices that can connect to the network such as smart phones, laptops, tablets, computers, or any other connectable device. The innovative part of the App is that it is a distribution system that captures the feedback (in the form of complaints) provided by the user and distributes it to multiple sources for the purpose of providing a real-time resolution to the issue. A resolution portal is part of the system that allows the complainant and the provider to have an online window of communication and actions where the issue can be resolved between each other before further action is taken. The system can also provide reports that detail the results of user feedback and ratings which would be available to other users as part of their review. In this way, the system can work for both the consumer, by encouraging the provider to deliver better goods and/or services through bad exposure, and the provider by gaining feedback to allow them to enhance their services. Currently, there is nothing in the market place that has a complaints distribution process as stated above and described in further detail below. The only mediums available are blogs or complaint chat rooms/websites where people complain to each other and provide feedback on their experiences for the benefit of others. There is a council maintenance app where people can make complaints to their council, however it's going to one place and being distributed through their own website, etc, and no other channels. Another website provides a system for receiving corporate complaints, which is used to deal with the complaints received. It is not for the support of the customer and it doesn't embarrass the corporate into dealing with the issues. The software works for the business not the consumer by providing feedback to corporate. This is different to what we are trying to achieve which is taking a holistic approach to complaints distribution, management, and resolution publically For example, in detailing how the system will work, a user may visit a restaurant for dinner, has a bad experience such as poor customer service or unhygienic food handling, and decides they would like to make a complaint. The user can log on to the System (being the app, web platform, or other) from a smart phone (or any device) at that time and submit a complaint about their experience at the particular restaurant. The System utilises GPS hardware and/or location services of the device (such as location determination through wifi scanning) to allow the location and venue of the user to be identified and stored as part of the complaint. By default, the complaint is submitted to iComplaint's resolution portal to have the issue dealt with by the business directly, and manage both parties communicating to a mutual resolution. The user will have the option also having the complaint escalated automatically to the relevant authority (eg food health authority for a food hygiene issue) for a nominal fee. The complaint will be lodged with the relevant authority to be actioned in due course. If such an option is taken, the app will have the ability to upload the data provided by the user in a format compatible with the relevant authority's online application template. The app will have the ability to submit such applications with most relevant authorities for various complaints such as ACCC, ASIC, Ombudsman, ICAC, Police, etc.

The data collected and stored by the app based on feedback and ratings from users will allow iComplain to take further actions against providers if there are serious and consistent concerns with the level of goods and/or services provided. For example, if a service provider has multiple complaints lodged against them for the same or similar reasons, it may be possible to pursue a class action against the service provider through the complainants who lodged the complaints. In other words, a legal course of action can be taken against the service provider to seek redress or allow payment of compensation and damages for the negative experience. Further, the user will have the option to have the complaint distributed to social media websites such as facebook, twitter, etc for greater exposure. The complaint will also be stored on the iComplain website database with a relevant rating system for other users to be able to review the level of goods and/or services delivered by the rated provider. Another innovative process related to the app is that providers of the goods and/or services will be able to request output reports relevant to their individual business at a nominal fee. Essentially, after a build up of feedback from the users of the app, the provider will be able to get relevant feedback on their business with access to internal reports that detail customer's feedback on their experience with the provider. This way the provider will be able to use the data to enhance their business based on customer experience and feedback on the service provided. Also, relevant data, such as ratings and brief reviews captured, can be published on public platforms such as news and ratings/review websites if greater exposure is required. If serious issues are identified these can also be taken to the media if required for a further nominal fee and to bring greater public attention to the issues identified by the users of the app. As part of the system, a resolution portal will be available on the iComplain website where complaints can be resolved between the parties. The results of the outcome of the issues raised will be available and if the issues are resolved the data is kept recorded for reference of other users. If the issues have not been resolved, the matter can be referred on for further action as detailed above.

Claims

1. A process that allows users to provide feedback on any goods and/or services that the user may come across from any location through a web based portal using smart phones, laptops, tablets, computers, or any other connectable device.

2. A resolution portal is part of the system that allows the complainant and the provider to have an online window of communication and actions where the issue can be resolved between each other before further action is taken.

3. It is a distribution system that captures the feedback (in the form of complaints) provided by the user and distributes it to multiple sources (such as relevant authorities and social media websites) for the purpose of providing a real-time resolution and/or feedback and review to the issue.

4. The system can also provide reports that detail the results of user feedback and ratings which would be available to other users as part of their review of the goods and/or services.

5. The system can work for both the consumer, by encouraging the provider to deliver better goods and/or services through negative exposure, and the provider by gaining feedback to allow them to enhance their services.