Logging Actions in Complaints Records (Pt.5)

The 'Actions Taken' tab of Complaint records collects the interventions with different parties and the steps taken to resolve the case raised.

• It displays a number in brackets to indicate how many actions have been logged.
• Each action gets assigned a reference number, which can be used to search for it.
• A button to manage 'Action Types' is available on this tab.

Automatically logged Actions Taken

The system automatically creates an entry in the 'Actions Taken' tab:

• When the Action 'Start Progress' is triggered (by selecting 'Start Progress' from the Actions dropdown menu and clicking 'Go', on the far right of the screen)
• When the Action 'Stop Progress' is triggered
• When the Complaint Status is changed from the Actions dropdown menu
• When the Complaint is set to inactive or reactivated from the Actions dropdown menu
• When a Complaint is closed or reopened from the Actions dropdown menu

Manually Logging Actions Taken

Any actions taken to resolve the issue can be manually added to the list.

A manually added action can be deleted by clicking the trash icon in its bottom right corner.

To log Actions Taken:

1. Open the 'Actions Taken' tab
2. Click the button '⊕ Add Action'
3. In the pop-up window which appears,
   1. Select an 'Action Type' from the dropdown list
   2. Check or uncheck the box next to 'Is the Action Completed?' as appropriate
   3. Enter a 'Description' of the action
   4. Click 'Add Action'

If the action is not yet completed, a red label will indicate this and there will be a pencil icon next to the trash icon.

When the action is completed:

1. Click the pencil icon to open it
2. Check the box to mark it completed
3. Add relevant comments in the 'Description' field
4. Click 'Save Action'

Next step:

The next article covers Risk Assessments in Complaints Records (Pt.6)

Previous step:

The previous article covers Creating a Complaints Record (Pt.4)