Resolve Complaints

An illustrative guide to using the Complaints feature (Mobile and Web)

The Supervisor and Helpdesk user can:

• View and track complaints

• File a new complaint

• Resolve a complaint

• Reject a complaint

• Assign to other roles

Click on the Take Action button. This opens a pop-up displaying all possible actions that the user can take that include:

• Assign Complaint

• Reject Complaint

• Resolve Complaint

Assign Complaint

Re-route the complaint to the assigned role or department if further handling is needed.

• Select the employee to Assign to. Enter any Comments for clarity on the required action for the assigned employee. Click on the Assign button.

Reject Complaint

Close the complaint with a reason if invalid.

Resolve Complaint

• Click Resolve.

• Provide brief resolution notes explaining how the issue was addressed.

• Submit the form.

• The complaint status updates to RESOLVED and is moved out of the general queue.