Complaint Management

Introduction

This article outlines the procedures for Regulators to manage complaints and escalate complaints to cases while working in the Workbench as a System User.
Note: The Thentia system is highly configurable. You might not see the exact same interfaces and labels in your environment compared to the examples below, as your environment might have been configured differently. 

Viewing List of Submitted Complaints

1. In the Complaints module, click on the Change View (Eyeball) option and select Received Complaints from the dropdown menu.
2. The Complaint Table View: Received Complaints shows a list of complaints where the status is Received. These are complaint records that have been submitted by the public through the complaint portal interface. 
    

Reviewing a Complaint Record  

To review and process a complaint record:

• Navigate to the Received Complaints table view as described above. Double-click on a row to open the record detail page for that specific complaint record.

• Then, from the left-hand navigation menu, select the Complaints Details option to view all details, even those not displayed on the Summary View.

  [Optional] 

• Claim ownership of the record by:
  • Updating the Status to “In Review”. 
    This action will remove the record from the Received Complaints table view.
  • Updating the “Owner” or "Assigned to” field with your information so that other regulators are aware that you are working on this complaint record. 
    Note: You can view the list of records that have been assigned to you by selecting the My Complaints table view.
• Save changes to the record by clicking the save button (Diskette) on the top navigation bar.

Converting Complaint to Case

Once a complaint record has been reviewed, if it needs to be escalated and investigated, then you can convert the complaint into a case or link it to an existing case.

To convert a complaint into a new case:

1. Open a complaint record.
2. Click on the Convert Complaint to Case button from the top navigation bar.
   
3. The new case record can be viewed by navigating to Linked Cases from the left navigation panel. 
   

To link a complaint to an existing case:

1. Open a Case record
   Open the upper left Menu and select Cases.
   
2. Click on the Linked Complaints from the left navigation panel.
   Keep in mind that if a complaint has been converted to a Case, that Complaint will be cited as a linked Complaint by default, but you can add/link other Complaints if needed.
3. Click on the + icon to create a new linking record.
4. Select the existing case record from the dropdown menu.
5. Save the record by clicking the save button (Diskette) on the top navigation bar.