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Complaints Case Type
Complaints is an additional Case Type that is available in eCase. It is used for logging complaints that are received and require a response. A complaint can be logged and changed to a Non-complaint Case Type if the request is not a complaint.
To manually create a complaints case, the first step is to enter all of the case details.
As you start to enter Case Details, the information is automatically saved in a draft format.
Awaiting allocation is a stage in the process of a case when a case can be opened and assigned a Case Ref number, but no team has been allocated yet. This is useful if you would like to discuss the case prior to allocating a team, or deciding if it is a complaint or non-complaint.
If a case has been logged onto the system as a Complaint, and after checking, it has been decided that the case is not a complaint, the Case Type can be changed in eCase to reflect and track these changes.
To record the outcome of the complaint, go to the Complaint Outcome link on the left menu.
Additional steps can be taken to complete a Complaint Case. This section will provide you with the details of these steps.