Complaints and feedback
Complaints & Feedback is your accountability register. It records what people tell you about your work (complaints, feedback and suggestions) and what you did about each one.
Record an entry
- Open Complaints & Feedback and add a new entry.
- Choose the project and the type: complaint, feedback or suggestion.
- Choose the channel it came through: form, phone, email or field.
- Write the message: what the person actually said.
- Check submitted by and submitted at.
- Save.
Warning Submitted by is filled with your name automatically. If the complaint was anonymous, clear this field before saving. Otherwise your name appears as the complainant.
Tip Submitted at defaults to today. If you were told on another day, change it, so you can see how quickly you respond.
Record everything
Record feedback and suggestions too, not just complaints, and record things resolved on the spot. A register with only a few complaints may mean people don't know how to reach you.
The three statuses
- Open: received, nothing decided yet.
- In review: someone is working on it.
- Closed: a resolution is written, and ideally shared with the person.
Nothing closes automatically, and nothing expires. An entry left open stays open, so review the oldest open entries regularly.
Read the register
Filter by project, type, channel and status. Useful checks:
- By channel: if almost everything arrives one way, the other channels may not be working.
- By status, oldest first: shows what's been forgotten.
Note Entries are visible to everyone with access to the Monitoring service. Don't use this register for internal staff grievances.