This article doesn't describe everything that needs to be set for complaint cases, because there is still a fair amount of customisation available. However, the following must be in place for complaints to work as described.
For full documentation, see the Case Configuration Overview series of articles.
Setup/Naming
- Additional details - COMPLAINTADDITIONALDETAILS
- Case type name - Complaints
Case type ID - complaints
Read Only
Template
Tasks
Subtypes
You can create as many subtypes as you need to categorise your complaint cases. These will be available to case managers when working on a case.
Status
Start
- New
In Progress
- Service request
- Service request (with service)
- Service request resolved
- Stage 1
- Stage 1 resolved
- Stage 2
- Stage 2 resolved
- Ombudsman
- Ombudsman resolved
End
- Closed
Reasons
- Reassignment - Complaint handover;Service request;Service request response sent
Stages
- Service request - All complaints are initially considered a service request until they are reviewed and found to be genuine
- Stage 1
- Stage 2
- Ombudsman
Close Reasons
- Withdrawn
- Closed
SLA
This SLA is used to set a target for the initial contact and is then cleared once contact is made;
- Target
- Days - 5
- Reminder
- Days - 1
- Can staff set? - No
- Can staff extend? - Yes
- Can staff resume - No
- Working days - Yes
- Pause when contacting - No
Groups
- Case Managers - COMPLAINT TEAM
- Reassignment - COMPLAINT TEAM;COMPLAINT TEAM - RESOLVED
- Plus any other you need
Routines
See Routines for Automated Updates
Last modified on 2 July 2024
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