Setup

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

Timeframe changes not applying to existing complaints

Timeframe changes only affect new complaints; existing complaints keep their original due dates