How Administrators Can Add a Complaint

Overview

The Complaints Tab in the Compliance section of the SMS simplifies complaint management by providing tools to log, track, and resolve submissions while maintaining a transparent audit trail. Administrators can document complaint details, assign responsibilities, update resolution statuses, and upload supporting evidence to ensure accountability and compliance.

Step Tutorial

1. From the Dashboard, navigate to Compliance, select the Complaints tab, and click the New button to add a new entry.

2. A pop-up window will appear; ensure you fill in the necessary information:

1. Complainant Type - Pick a type from the dropdown list if the complainant is a student or one of the companies in your SMS
2. Student/Company - Based on the Complainant Type, this will be a dropdown list of all the students or companies in your SMS.
   
3. Date Created – Record the date the complaint was submitted.
   
4. Action Required? – Outline corrective actions to meet the sought outcome.
5. Reason – State the cause or underlying reason for the complaint.
   
6. Details of the Complaint – Provide a clear and concise description of the issue.
7. Outcome Sought – Specify the resolution or outcome desired by the complainant.
8. ​Investigated By – Identify the individual(s) assigned to review the complaint.
9. Outcome Communicated – Switch to "Yes" (blue) if the outcome has been communicated. Otherwise, leave the switch in the grey colour.
   
10. Complaint Outcome – Refers to the resolution or response provided by the RTO to the student/company after investigating the complaint, including any actions taken, decisions made, or changes implemented.
11. To Be Implemented By – Select the user account tasked with implementing the corrective actions.
12. Date Closed – Record the date the complaint was resolved and officially closed.
    
13. Expected Resolution Date – Indicate the deadline for completing the actions.
    
14. Document – Attach any relevant files or supporting documentation.
15. Status (Required field) – Select the appropriate status from the dropdown list:
    
1. New (Default) - Complaint has been received but not yet reviewed.
2. Under Investigation - The complaint is currently being investigated by the relevant team.
3. Pending Information - Awaiting additional information from the complainant or third parties.
4. Closed (Resolved) - The complaint has been addressed, and a resolution has been provided.
5. Closed (Not Upheld) - The complaint has been reviewed but was deemed invalid or not actionable.
6. Reopened - The complaint was closed but has been reopened due to dissatisfaction or new information.
7. Closed (Withdrawn) - The complainant has withdrawn the complaint.
8. Closed (Dismissed) - The complaint has been reviewed but was deemed invalid or not actionable.
   

Once done, click on the Save button.

These are the steps for an administrator to add a complaint record in the SMS.

Congratulations on completing this tutorial. We hope this has been helpful to you and your organisation. For any questions or concerns regarding this function, please reach out to us via email at support@eskilled.com.au.

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