Call Management: Complaint

This topic applies to systems using a Service Desk or Universal license only.

The Complaint process provides a mechanism for handling regulated and unregulated complaints. The first window that appears includes a check box that enables you to specify whether the complaint is regulated or not.

If you do not select the Regulated Complaint check box, the Complaint is assigned to the ComplaintAdmin group, who inform the customer that their complaint has not been accepted as a regulated complaint. After this, a process review is completed and the Complaint is closed.

You may need to create the ComplaintAdmin group.

If you do select the Regulated Complaint check box, the Complaint is still assigned to the ComplaintAdmin group, but in this instance the customer receives an acknowledgment that it is a regulated complaint. After acknowledgment, you can either complete an investigation or send a holding letter to complete the investigation. When the investigation has been completed, you can agree a solution and move the Complaint to the process review. When the process review is completed, the Complaint is closed.

All assignments are to the group ComplainAdmin.

Optional actions for each status:

Status

Optional actions

Open

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Add Note

Regulated Complaint

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Acknowledgment Sent

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Investigation Complete

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Add Note

Unregulated Complaint

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Add Note

Process Review

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Closed

None