Resolving and Managing Complaints Records (Pt.8)

This article describes how to manage Complaint records and the process which can be followed to resolve them.

Complaint records can be taken through a series of stages to mark their progress. They can be printed or shared by email with interested parties and it's possible to archive or delete them as required. These activities are managed from the Actions dropdown menu, which includes these options:

• Change OU
• Change Status
• Close/Reopen Complaint
• Delete this Complaint (cannot be undone)
• Print Complaint
• Send Complaint by Email
• Set as Inactive/Active (to archive)
• Start/Stop Progress

Like all Actions dropdown menus across iPassport content, once you select one, you must click 'Go' to trigger it.

Stages of Complaint Records

When a Complaint record is first created, it will be labelled as 'Active'.  The first thing to do is to 'Start Progress' from the Actions dropdown menu, to mark the starting point of the process.  However, it is possible to set a 'Status' in the creation step and appropriate ones can be added for this purpose.  Progress can be stopped at any point if necessary and these events are logged in the 'Actions Taken' tab.

Statuses can be created to reflect the activities that follow, and there is no specified order to log actions, create or update the risk assessment, or add contacts.

The status can be set by selecting 'Change Status' from the Actions dropdown menu.  The pop-up window also provides a 'manage' (spanner/wrench) icon, to create, edit, or delete Complaint statuses.  Status changes require a comment in the field, 'Reason'.  This information is also logged in the 'Actions Taken' tab.

The title of the Complaint record will also display the state of progress and status.

When actions are logged as activities which need to be completed, 'general' tasks can be created from the 'Tasks' tab to assign duties to users involved.

Once a complaint record is deemed to be resolved and no further action is required, it can be closed with the Action 'Close Complaint'.  It is possible to reopen a Complaint record if it needs to be revisited and while closed, the Action will toggle to 'Reopen Complaint'.

Previous step:

The previous article covers Managing Contacts in Complaints Records (Pt.7)