Introduction to Complaints Management (Pt.1)

The Complaints module is intended to be overhauled to allow logging positive feedback more intuitively.  It is currently possible to log both negative and positive feedback, by creating Types of 'complaints' which reflect this.  The feature includes several user-configurable lists to help categorise different items.  You can log actions taken to follow up on an event and you can produce a basic risk assessment if required.

Overview

Clicking the title of each section below will jump to the related article.

Permissions and Settings for Complaints Management (Pt.2)

Permissions can be managed at a granular level in this area and they are described in the linked article.  There are no administration settings for this module but it is possible to replace the main menu label (Complaints) with something more representative, like "Feedback".  Personal preferences can be adjusted to receive only selected email notifications.

Searching and Reporting Complaints Records (Pt.3)

This article covers all the search filters available to find Complaint records and explains how to export search results to a CSV report.

Creating a Complaints Record (Pt.4)

Raising a Complaint record is a simple process once the feature is configured.  All the fields available are described in this article .  The management of user-configurable lists is also discussed here, to help set up your required options in different fields of new submissions.

Logging Actions in Complaints Records (Pt.5)

The 'Actions Taken' tab in Complaints records allows logging any actions taken in response to the raised matter.  It also logs the evolution of the process, which can be taken through different stages by creating a list of Status options, in addition to the basic transitions, from Active, to In Progress, to Closed.

Risk Assessments in Complaints Records (Pt.6)

Complaint records include a tab where a basic risk assessment can be produced.  The configuration of the parameters used for the calculation is discussed in this article.

Managing Contacts in Complaints Records (Pt.7)

This area allows creating new Contacts to quickly capture the details of people involved in an event.  The tab has different sections to group contacts according to their involvement and relation to the reported event.

Resolving and Managing Complaints Records (Pt.8)

The process to resolve complaint records is discussed in this article, together with information about how the records can be shared, archived or deleted.

Next step:

The next article covers Permissions and Settings for Complaints Management (Pt.2)