Setup
Enable the complaints feature and configure acknowledgement and resolution timeframes.
When to Use This
Set this up when you want to:
Accept formal complaints through a public online form
Track complaint acknowledgement and resolution deadlines
Create an audit trail of how complaints are handled
Before You Start
Your Public Portal must be enabled in Settings → Public Portal
You need a complaints policy uploaded and marked as public (see Upload Policies)
Steps
Go to Complaints Settings
Go to Settings → Complaints. You'll see the current status (enabled or disabled) and configuration options.
Select your complaints policy
Choose which policy document complainants must acknowledge before submitting. Only policies marked as "public" appear in this list.
This policy displays on the public form with a checkbox requiring complainants to confirm they've read it.
Set your timeframes
Configure two deadlines:
Acknowledgement days: How many days you have to acknowledge receipt of a complaint (default: 5 days)
Resolution days: How many days you have to resolve the complaint (default: 60 days)
These timeframes should match what's stated in your complaints policy. If your policy says you'll acknowledge complaints within 10 days, set this to match.
These create automatic alerts when deadlines approach or are overdue.
Enable complaints
Toggle the feature on. This makes your public complaints form available at your RTO's public portal URL.
What Happens Next
Your public complaints form becomes available (see Public Complaints Form)
When someone submits a complaint, Compliance Admins receive an email notification
Complaints appear on the Complaints page with acknowledgement and resolution due dates
Alerts appear when deadlines are approaching or are overdue
Common Issues
Can't enable complaints
Check that your Public Portal is enabled and you've selected a complaints policy
No policies appear in the dropdown
Only public policies appear — make your policy public first
Last updated
Was this helpful?