Usability and Accessibility Challenges in Complaint Resolution Platforms

Abstract

Complaint resolution platforms have become a vital interface between consumers and service providers, offering mechanisms to record grievances, track status, and achieve redressal. However, despite their widespread adoption across sectors—such as banking, telecommunications, government services, and e-commerce—numerous usability and accessibility challenges hinder their effectiveness. These include complex user interfaces, lack of inclusive design for differently-abled users, insufficient mobile optimization, language barriers, and opaque tracking mechanisms. This manuscript critically explores these challenges, drawing from human-computer interaction (HCI), accessibility standards (such as WCAG 2.1), and consumer behavior literature. By analyzing empirical studies and real-world implementations, the study aims to identify systemic barriers affecting user trust, satisfaction, and resolution effectiveness. Furthermore, it investigates how design thinking, AI-driven personalization, and regulatory frameworks can enhance inclusivity and efficiency. The discussion extends to cross-sectoral comparisons, highlighting lessons from e-government systems, banking complaint portals, and consumer e-commerce platforms. The findings suggest that addressing usability and accessibility challenges is not merely a technological concern but a strategic imperative for enhancing transparency, regulatory compliance, and customer loyalty.