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Existing complaint understanding systems mainly perform shallow classification or template matching over isolated modalities, while underutilizing explicit scene structure, rule knowledge, and cross-evidence dependencies. To address this limitation, we present SKG-VLA for multimodal complaint decision making. The core idea is to model each case as a structured complaint scene and represent its decision-relevant semantics with a \\emph{Scene Knowledge Graph} (SKG), which organizes complaint entities, evidence items, policy clauses, temporal events, transactional states, and action-relevant relations into a unified graph. 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