# Managing Complaints Go to [**Complaints**](https://app.rtosafe.com.au/Complaints) to see all open complaints. Use the **Resolved** tab to view closed complaints. *** ## Complaint Workflow Each complaint moves through three statuses: 1. **Submitted** — Complaint received, awaiting acknowledgement 2. **Under Review** — Acknowledged, being investigated 3. **Resolved** — Resolution recorded, complaint closed

Complaint record showing Submitted, Under Review, and Resolved status workflow

*** ## Acknowledging a Complaint When a complaint comes in, you need to acknowledge it to the complainant within your configured timeframe. From the complaint details page, select **Acknowledge**. This opens a form where you record how you acknowledged the complaint: * **Method**: Email Sent, Phone Call, or Meeting * **Date and time**: When the acknowledgement happened * **Details**: What you communicated to the complainant * **Attachments**: Any supporting documents (e.g., copy of acknowledgement email) This records the acknowledgement on the complaint timeline and changes the status to `Under Review`.

If the complaint isn't already assigned to someone, acknowledging it automatically assigns it to you.

Complaint acknowledgement form with method, date, details, and attachment fields

*** ## Recording Actions Use action logs to document everything you do while handling a complaint. From the complaint details page, select **Add Action**. **Action types:** * **Email Sent** — Correspondence you've sent to the complainant or others * **Email Received** — Responses or additional information received * **Phone Call** — Conversations with the complainant or relevant parties * **Meeting** — Face-to-face or virtual meetings held * **Internal Note** — Investigation notes, observations, or decisions Each action records what happened, when it happened, and who logged it. You can attach files to any action.

Complaint timeline showing logged actions like emails, phone calls, and internal notes

*** ## Linking to Other Records Complaints often lead to follow-up work. You can link a complaint to: * **Tasks** — Create or link compliance tasks for follow-up actions * **Risks** — Document risks identified through the complaint * **Continuous Improvements** — Record improvement opportunities From the complaint details page, use the **Link** menu to connect related records. Linked items appear on the complaint timeline.

Complaint details page with the Link menu for connecting tasks, risks, and continuous improvements

*** ## Resolving a Complaint When you've completed your investigation and communicated the outcome to the complainant, select **Resolve**. You'll need to enter resolution notes explaining: * What was investigated * What the outcome was * What actions were taken (if any) This changes the status to `Resolved` and moves the complaint to the Resolved tab.

*** ## Archiving Complaints Resolved complaints can be archived to remove them from your active views. From a resolved complaint's menu, select **Archive**. Archived complaints: * No longer appear in the Resolved tab by default * Still exist in the system for audit purposes * Can be viewed using the archive filter *** ## Overdue Alerts RTOSafe creates alerts when deadlines are approaching or overdue: * **Acknowledgement overdue** — Complaint wasn't acknowledged within your configured timeframe * **Resolution overdue** — Complaint wasn't resolved within your configured timeframe These alerts appear on your dashboard and in the complaint list. Completing the relevant action (acknowledge or resolve) clears the alert.