# Setup
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## 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
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## Before You Start
* Your Public Portal must be enabled in [**Settings → Public Portal**](https://app.rtosafe.com.au/PublicPortalSettings)
* You need a complaints policy uploaded and [marked as public](/help/public-policies) (see [Upload Policies](/help/uploading-policies))
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## Steps
1
**Go to Complaints Settings**
Go to [**Settings → Complaints**](https://app.rtosafe.com.au/ComplaintsSettings). You'll see the current status (enabled or disabled) and configuration options.
2
**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.
3
**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.
4
**Enable complaints**
Toggle the feature on. This makes your public complaints form available at your RTO's public portal URL.
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## What Happens Next
* Your public complaints form becomes available (see [Public Complaints Form](/help/complaints-public-form))
* When someone submits a complaint, Compliance Admins receive an email notification
* Complaints appear on the [**Complaints**](https://app.rtosafe.com.au/Complaints) page with acknowledgement and resolution due dates
* Alerts appear when deadlines are approaching or are overdue
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## 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](/help/public-policies) first
Timeframe changes not applying to existing complaints
Timeframe changes only affect new complaints; existing complaints keep their original due dates