IVR use case

Complaint registration by IVR

Give every complaint a number from the first call, route repeat callers to the person handling it, and keep a recorded trail for escalations.

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A number for every complaint
Escalation that is visible
A recorded trail

Complaint registration IVR for a broadband provider with options for no internet, slow speed, billing and existing complaints, with no internet selected

What is IVR complaint registration?

IVR complaint registration lets customers report a problem by phone through a menu that captures the complaint type and an account, product or order number. The details reach the business's ticketing system by webhook, which creates a complaint and sends its number by SMS. Repeat callers enter that number to reach the assigned person or an escalation desk.

Updated 15 Nov 2026

Why use IVR for complaint registration?

A number for every complaintThe customer gets a complaint ID by SMS on the first call, which is the single biggest reducer of angry repeat calls.

Escalation that is visibleA separate option for unresolved complaints shows how many customers are escalating and to whom.

A recorded trailRecordings and call logs linked to the complaint show what was reported and promised at every step.

How do you set up complaint registration with an IVR?

The customer chooses the complaint typeSuch as no service, wrong bill, faulty product or staff behaviour.
They key in an identifierAccount, invoice, order or registered mobile number, sent with ivr.input.
Your system creates the ticketIt replies with a complaint number by SMS through the MsgClub API and assigns an owner.
Follow-up calls go to the ownerCallers entering a complaint number reach the assigned person or the escalation desk if it is overdue.

IVR prompt scripts for complaint registration

Copy, edit and use these as a starting point.

Complaint typeInbound menu

Welcome to the Jalnet Broadband complaints line. This call is recorded.
If your internet is not working, press 1.
For slow speed or frequent disconnection, press 2.
For a wrong bill or payment not updated, press 3.
To follow up on an existing complaint, press 4.

Complaint registeredWebhook to CRM

Thank you. Your complaint has been registered and the complaint number has been sent to your registered mobile by SMS. Our technician will contact you. To speak to an executive now, press 0.

EscalationCall routing

Please enter your complaint number. If your complaint is still not resolved after the promised time, you will be connected to our escalation desk. If you are still not satisfied, our nodal officer's contact is on our website.

Record these prompts in your own voice or use text-to-speech in the MsgClub panel.

Which industries use IVR for complaint registration?

Broadband, ISP and DTH providersHow do internet and DTH providers use IVR?See how

Banks, NBFCs and lendersHow do NBFCs and lenders use IVR?See how

Property management and housing societiesHow do property managers and housing societies use IVR?See how

Government departments and public servicesHow do government departments use IVR?See how

Insurance companies and agentsHow is IVR used in insurance?See how

Logistics and courier companiesHow do courier and logistics companies use IVR?See how

What are the best practices for complaint registration?

Do this

Send the complaint number by SMS on the same call, not later
Let callers with a complaint number skip the main menu
Route complaints past their promised resolution time to an escalation desk
Never ask for OTPs or passwords in a complaint flow

What to measure

Complaints registered by type and channel
Repeat calls per complaint before resolution
Share of complaints escalated and the time to resolve them

Connect results to your CRM with the IVR API and webhooks. See how pricing works.

Questions about IVR complaint registration

How does a customer get a complaint number from IVR?

After the customer chooses the complaint type and keys in an account or registered number, MsgClub sends these details to your ticketing system with the ivr.input webhook. Your system creates the complaint and sends the number by SMS through the MsgClub API, usually during the same call.

Can a complaint be registered without speaking to an agent?

Yes, for simple complaints such as a service outage, where the type and account number are enough. Give callers an option to speak to an executive as well, because complaints about billing or staff behaviour usually need a conversation.

How do repeat callers reach the person handling their complaint?

Ask them to enter their complaint number. Your system looks up the owner, and the call can be routed to that person, or sticky agent can connect them to the agent they spoke to last time.

Should complaint calls be recorded?

Yes, in most cases. Recordings settle disputes about what was reported and promised, and support escalations to an ombudsman or consumer forum. Announce recording at the start and keep recordings as long as your complaint policy requires.

Can the IVR show customers how to escalate?

Yes. Add an escalation option for complaints past their promised resolution time, and mention your grievance or nodal officer in the prompt. Regulated businesses such as lenders, insurers and telecom providers often need a published escalation route anyway.

Can customers register complaints after hours?

Yes. The menu and webhook work at any hour, so a complaint can be registered at night and the complaint number sent by SMS. Only the option to speak to an executive needs to follow your support hours.

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