This study tackles an existing problem relating to complaint management system on a particular higher education institution within the context of Brunei Darussalam. Prior to this research, the complaint management system was found to be lacking in terms of efficiency, effectiveness and timeliness when responding to complaints especially relating to technological facilities on campus. This study will approach the problem from a knowledge management perspective in which certain knowledge management tools will be employed to provide an effective technological solution for the acquisition, preservation and knowledge relating to managing complaints with regards to the overall campus facilities. These tools facilitate managers to convert information into both Islamic and conventional knowledge and connects people. The complaint management system especially requires a comprehensive system to generate, store, access, and analyse data of complaints so that these complaints can be handled systematically and efficiently. The system will also prevent future complaints from arising due to constantly updating knowledge on complaint prevention and timely maintenance on all campus equipment and facilities. The study makes use of qualitative analysis. Data was taken from the head of department from Estate sections. The findings explored the complexities of the management functions using CATWOE and RCA analysis to uncover problems relating to staffing, motivation, budget issues, and the routine processes that facilitate responsiveness to the complainants. Further research suggests using PDCA tool to come up with recommendations to make the complaint management system more efficient and effective.

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