4. Research: additional investigation on complaining tracking was done to identify how the process starts and how it can end (potential scenarios). As a result, we identified the main challenges this organization wanted to overcome and the functionalities of the new information system to address these challenges. Challenges Information system functionalities To handle complaints more Automatically generate notifications for victims, efficiently by reducing time for complainants and respondents at certain stages of repetitive tasks. the project. Register complaints directly from a submission form, which is the main source of information for the database. Handle complaints through several stages, updating or adding information at every stage. To get a quick overview of all the Reflect the evolution of a complaint in a timeline, information regarding a particular highlighting different stages. complaint. Record information in several formats: text, video, audio and photo. To get an overview about the Retrieve and count complaints by parameters such characteristics and the status of as date, place, status, staff member who attends complaints as a whole (total of the complaint, characteristics of the complainant, active, closed or pending characteristics of the respondent, etc. complaints, number of complaints at each stage, etc.). To extract relevant indicators about Extract aggregative data statistics, reports or complaints as a whole in a given graphics about multiple cases based on common period of time such as types of relevant parameters. violations, geographical spread, 5