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:
- Name of Complainant – Enter the full name of the individual making the complaint.
- Date – Record the date the complaint was submitted.
- Details of the Complaint – Provide a clear and concise description of the issue.
- Reason – State the cause or underlying reason for the complaint.
- Outcome Sought – Specify the resolution or outcome desired by the complainant.
- How to Improve – Suggest steps or measures to prevent similar complaints in the future.
- Action for CIP – Outline corrective or improvement actions for the Continuous Improvement Plan (CIP).
- Persons Responsible for the Review – Identify the individual(s) assigned to review the complaint.
- Persons Responsible for the Actions – Name the individual(s) tasked with implementing the corrective actions.
- Date Action Implemented By – Indicate the deadline for completing the actions.
- Comments – Add any additional notes or observations related to the complaint.
- Date Complaint Closed – Record the date the complaint was resolved and officially closed.
- Document – Attach any relevant files or supporting documentation.
Once done, click on the Save button.
3. A pop-up notification confirming the successful addition of the new complaint will appear. Click the OK button to close it.
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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