Handling Complaints

As a complaint progresses, it will be assigned different stages and statuses. These help to keep complaints organised, but are also important for reporting purposes - the complaint dashboards let you see how many complaints have been resolved at each stage, as well as those that are resolved, active and escalated.

As you make changes to stages and statuses background Routines for Automated Updates will update SLAs and reassign the case for you.

These are some common stages and statuses. They can be edited (and more added) in the Complaint Case Type Configuration.

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

Statuses

• Service request - The initial status of the case
• Service request (with service) - The case has been assigned to the relevant department/service to be dealt with
• Service request resolved - The case has been resolved without needing to be classed as a complaint
• Stage 1 - The case is a stage 1 complaint
• Stage 1 resolved - The complaint has been resolved at stage 1
• Stage 2 - The case is a stage 2 complaint
• Stage 2 resolved - The complaint has been resolved at stage 2
• Ombudsman - The complaint has been passed to the ombudsman
• Ombudsman resolved - The complaint has been resolved at the ombudsman stage

Manual changes

Stages and statuses can be updated manually at any time.

To update the stage, press the "Change stage" action button, then pick a new stage:

To change the status, press the link next to the current status: