Complaints
Complaint functions as a crucial liaison between clients and management. At Acting Office, to ensure that all client grievances are addressed promptly and efficiently, we have a platform to manage them by raising their concerns, enabling management to track, monitor, and resolve issues effectively. Management can oversee the number of complaints received, their status (open or resolved) and monitor the resolution time at any given point to ensure proper attention is paid to retain the existing client base and identify common issues to improve our product and services.
You can navigate through the entire complaint process smoothly by going through this guide.
Raising a complaint
To initiate a complaint, please follow these steps: -
Navigate to the business for which complaint has been lodged by the client and click on '+Complaint' icon. A side panel gets open.
Enter the date on which the client has raised the complaint. This is today’s date by default, but can be edited.
The business and the contact person will be automatically fetched.
Select the classification of complaint from the dropdown menu.
Choose the mode through which the complaint has been raised by the client.
Specify the origin of the complaint from the dropdown list.
Choose the type of complaint related to the service from the dropdown options provided.
Choose the assignee, i.e., the individual responsible for addressing the complaint.
Select the person against whom the complaint is being raised, if any.
Provide detailed remarks outlining the complaint specifications.
Use the 'Select or drop files' option to attach any relevant documents.
Click on 'Save' to proceed further.
Upon successfully raising the complaint, an automated email will be sent to the assigned person i.e., the individual selected as assignee to formally notify them. Additionally, this will be displayed in their Actions section on the dashboard.
Accessing raised complaints
The assignee can access the complaint via the link in the email or from the actions tab under the dashboard section.
From the email, you can directly click the hyperlinked text i.e, the complaint reference number
Accessing the complaint through emails On the dashboard, click the reference number of the complaint, or by just clicking on
, a side panel opens which helps in accessing the complaint.
Accessing the complaints through 'Actions' tab on dashboard
Editing of complaints
Using the edit button located at the top right corner, an assignee can update some information such as classification, mode of complaint, origin, type, and the name of the person against whom the complaint has been registered.
Assignee’s investigation process over a raised complaint
If an investigation is required, select Yes from the dropdown list, otherwise select No.
Provide detailed remarks outlining the investigation of the complaint or any other findings from the assignee's end.
Use the 'Select or drop files' to attach any relevant documents.
To re-assign the complaint to another individual, click on 'Re-assign' and select the new assignee from the list.
If reassigned, click 'Save'. The complaint will then be removed from the action tab of the previous assignee and will appear in the actions tab of the new assignee along with an email notification to the next assignee, who will then have to go through the same investigation step.
If not reassigned, click 'Save' to save the complaint without immediate action or 'Save & Resolve' to promptly resolve it.
Investigation details Complaints saved by clicking 'Save' will be marked as 'Open', while those saved by clicking Save & resolve will be marked as 'Resolved', once the resolution details are entered.
Status of complaints
Resolution Details
If selecting the 'Save & Resolve' option, the assignee is required to complete the resolution details-
Select the feedback upheld from the dropdown menu i.e., whether it is a justified or unjustified complaint.
Indicate if any financial costs are involved by selecting yes or no. If yes, enter the amount incurred and specify the type of financial cost.
Provide remarks for the resolution details and resulting actions to mitigate such instances in the future.
Use the 'Select or drop files' option to attach any relevant documents.
Click 'Save' to complete the resolution process. The complaint will then be marked as 'Resolved'.
Resolution details
Re-opening resolved complaints
On clicking the complaint reference number, a side panel is opened to display all the details regarding the complaint. In the bottom left corner, you have the option to re-open the complaint and this would take you to the investigation steps again.
Open days -
You can monitor the days for which the complaint has remained unresolved. If resolved on the same day, it will be displayed as having 1 open day. The open days count excludes weekends.
Complaints statistics -
You can also track number of complaints that remains open and the ones resolved. You can gain useful insights over average resolution days and average open days.
Downloading Complaints
If you want to download any particular complaint, click on the complaint. A side panel will open where you can view and download the details of the complaint by clicking the option located at the top right corner.
Hope this is helpful.
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