Use Case ID: UC-02 Name: Responding to Host Complaints About System

Created By: Admin

Creation Date: April 12, 2024
Actors: Admin
Description: The Admin is responsible for addressing and resolving party host's
complaints regarding the system and customers. The Admin will troubleshoot and provide
necessary solutions to ensure the seamless operation of the host portal and improve
customer service.
Trigger: A complaint from a host triggers this use case.
Preconditions:
• PRE-1: The Admin must be logged into the complaint handling system.
• PRE-2: The complaint from the host must be appropriately registered and accessible
to the Admin.
Postconditions:
• POST-1: The complaint is successfully addressed and resolved, and the host is
notified of the resolution.
• POST-2: The respective service or functionality is either fixed, changed, or upgraded
based on the complaint's nature.
Main Flow:
1. Admin receives a registered complaint from a host.
2. The Admin analyses the nature of the complaint.
3. The appropriate action/solution is determined (e.g. troubleshooting technical
issues, mediating customer issues).
4. The Admin implements the action/solution.
5. The resolution is communicated to the host.
6. The system is updated to reflect the changes (if any).
7. The complaint handling case is closed.
Alternative Flows and Exceptions:
• AF-1: If the complaint nature requires further investigation, the complainant host is
informed, and the investigation process is initiated.
• E-1: If the complaint cannot be resolved due to the system's constraints, the
complainant host is informed about these constraints and possible alternative
solutions are discussed.
Priority: High
Business Rules: All relevant regulatory and company policies on complaint handling,
customer service, data protection, and privacy.
Additional Info:
1. All complaints must be treated as confidential and handled professionally.
2. It is essential to maintain a record of all complaints received and actions taken for
audit purposes.