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Latitude Help
Add a Complaint
Use the Add Complaint dialog box to add a complaint for the account.
To add a complaint
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In the Task Panel navigation tree, click Complaints.
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Under the data grid, click Add.
Tip: To collapse or expand a section, click the section title.
Summary
Document ID: Code that identifies the document to associate to the complaint.
Owner: Complaint department staff assigned to the complaint.
Status: Status of the complaint.
Category: Complaint category, such as branch or department.
Type: Type of complaint, such as human or system error.
Dissatisfaction: If selected, the customer is dissatisfied.
Grievances: List of the customer's grievances.
Date Received: Date your organization received the complaint. If an inbound document generated the complaint, ECMS populates this date. Otherwise, you populate it.
Priority: Priority level that determines when the Complaint Department works the complaint. Latitude populates this box.
SLA Days Remaining: Number of days remaining until you breach the Service Level Agreement (SLA). Latitude subtracts the complaint received date from the current date to calculate this value.
SLA Days: Number of days after receiving the complaint that you have to resolve it before breaching the SLA. Latitude populates this box.
Complaint Details: Details regarding the complaint.
Date Processed: Date your organization processed the complaint.
Referred By: Person who referred the complaint, such as third party, client, or user.
Investigation
Complaint Against Type: Category for who or what the complaint is against, such as third party, branch, department, or user.
Investigation to Date: Information regarding the complaint investigation from the beginning to the current date.
Complaint Against: Who or what the complaint is against. The values available are based on the complaint type selected.
Conclusion
Complaint Outcome: Outcome of the complaint, such as training required or disciplinary action.
Root Cause: Root cause of the complaint.
Conclusion: Based on the investigation, the conclusion regarding the complaint.
Complaint Justified: Indicates whether the complaint is justified.
Recourse Date: Recourse approval date.
Compensation Amount: Amount of compensation the customer received.
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Complete the information and then click Save.