Through the form or via your team
Complainants can use the organisation's own form. Submissions made by phone or in writing are entered into the system by your team.
How it works
See the process followed from the moment a submission is received until it is resolved, in four steps.
1. Record the submission
Classify submissions
Community complaints are recorded with the categories the organisation defines. Workforce reports are kept in a separate record area.
2. Route to the right team
Set the person responsible
Route the record to the relevant unit and assign it to a member of staff. Hand it over between the environmental and social teams when needed.
Track the target period
A deadline is created from the response target your organisation sets. Overdue records are shown separately on the dashboard.
Inform the people involved
Notifications about new records and changes are delivered to people with access, according to their preferences.
3. Assess and resolve
Follow the status
The assessment and resolution stages of a submission are visible on the record.
Keep the information together
Assessment notes and attached files are stored with the submission they belong to. Who can see a note depends on their authorisation.
Give reasons for the decision
Submissions outside the scope of action are closed with the reason recorded.
4. Follow the outcome and the history
Look at the activity history
Who handled the record, when and how can be seen.
See the overall picture
Submission counts, categories, resolution times and overdue records are summarised on the dashboard.
Share with authorised parties
Consultants and financial institutions can review the records they have been given access to from their own accounts.