Blockchain based complaint management system
Carlos Daniel Soeima Paredes · Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT) · 2021
The existing complaint management systems aim to establish a line of communication between the consumer and service provider to facilitate a healthy interaction in order for both entities to come to an agreement, if that is the case. These systems present characteristics that may demotivate the customer from submitting a complaint, such as being administered by the very entities that the complaint is aimed at or not including a regulator authority in the complaint process. This study intends to point out those debilitations and propose an alternative method of processing complaints in a way that the customer, the service provider and the regulatory authority are more involved in the process and a better power balance between these entities. To that effect, the proposed solution is based on the technology that serves as the foundation for cryptocurrency and evaluate the pros and cons of applying said technology to this use case.