A complaint is escalated to a named person and resolved
Who is involved
| Role | What they do |
|---|---|
| Correspondence officer | Logs the complaint and records the responses. |
| Records manager | Escalates the complaint to a named person. |
| Department head | Receives the escalated complaint and resolves it. |
Step by step
- Correspondence officer
Registers the complaint with severity and complainant.
What they see:A COM reference number and the complaint on the complaint board.
- Correspondence officer
Adds a response to the action log.
What they see:The complaint moves from New to In review.
- Records manager
Escalates the complaint, naming the department head and the reason.
What they see:The level rises by one, up to the ceiling set for the workspace.
- Department head
Opens their work queue.
What they see:The escalated complaint is waiting, and they can open it.
- Department head
Resolves the complaint with a resolution note.
What they see:The status is Resolved and the register file is closed.
- Correspondence officer
Opens the complaint.
What they see:The full action log, the escalation and the resolution note.
Who is told what
The person escalated to is alerted at once, by alert and e-mail.