Frequently asked questions
The topics organisations raise most often before requesting a quote, answered briefly.
Product and scope
What problem does the platform solve?
It brings the environmental and social complaints around your project into one place, routes each record to the right team, and keeps its resolution and history visible.
Are community complaints and workforce reports kept together?
The two lines stay apart. Workforce reports live in their own record area, their visibility is authorised separately, and reporting never adds them into the same figure.
How do submissions arrive?
Through a submission form that belongs to your organisation. Anything that reaches you by phone or in writing is entered by your team into the same record area.
Day-to-day use
How does a complainant follow their own record?
Every submission is recorded with a reference number, and the complainant can use that number to check the state of the record.
Can we define our own categories and units?
Yes. Your organisation defines the category tree and the units; records are classified against those definitions and routed to the unit responsible.
Can files and photographs be attached to a record?
They can. Uploaded files are screened for malicious content and are opened only to people authorised to see the record.
Who sets the target response time?
Your organisation does. A due date is derived from it when the record is received, and overdue records are called out separately on the dashboard.
Access and data
Can other organisations see our data?
No. Each organisation's records are held in its own area and opened only to users authorised for that organisation. Permissions are granted per organisation.
How do consultants and lenders get access?
Through their own accounts, and only to the records they have been given access to. Note visibility is separated the same way, following your permission definitions.
Is there an extra check at sign-in?
Two-step verification is required for administrator roles. Alongside the authenticator app, backup codes cover the times you cannot reach your phone.
Are records deleted?
Records can be removed from lists, but the data is not erased: who handled the record, when and how stays visible in its history.
Pricing and getting started
How is the price set?
By the scope of the project. The expected volume of submissions, the retention period and the storage you need shape it; the firm figure comes with the quote.
How do we start?
You fill in the quote form, and our team gets in touch to discuss what your organisation needs and to work out the scope.
Our question is not here — who do we write to?
Use the contact form. Pick the subject that fits and your message reaches the right team.