> For the complete documentation index, see [llms.txt](https://interfacing.gitbook.io/interfacing-help-files/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://interfacing.gitbook.io/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/create-new-complaint.md).

# Create New Complaint

Create and submit a new complaint to initiate the Complaint Management workflow.

## Workflow Overview

<i class="fa-location-dot">:location-dot:</i>  **Current Task:** Create New Complaint&#x20;

<i class="fa-user">:user:</i>  **Performed By:** Report Creator (e.g., Customer Service Representative, Frontline Worker, Administrative Assistant)

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***

## Completing the Form

Use the **New Complaint** form to document a reported complaint.

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{% hint style="success" %}
For guidance on common form features and functions, see [**Working with Forms**](/interfacing-help-files/end-users/exploring-apps/working-with-forms.md).
{% endhint %}

***

{% stepper %}
{% step %}

### Identify, Classify, & Assign Ownership

Provide the information needed to uniquely identify, classify, and assign ownership of the complaint.

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* **What Is the Complaint?:** Enter a brief, descriptive title summarizing the complaint.
* **Reported By:\*** Verify the individual reporting the complaint.

{% hint style="info" %}
This field defaults to the logged-in user; modify it if reporting on behalf of someone else.
{% endhint %}

* **Date of Complaint:** Verify the date the complaint was reported or first identified.

{% hint style="info" %}
This field defaults to the current date; modify it if the complaint was reported on a different date.
{% endhint %}

* [**Category:**](#user-content-fn-1)[^1] Select the classification used to group similar complaints for reporting and analysis.
* [**Complaint Report Reviewer:**](#user-content-fn-2)[^2]**\*** Select the user, role, or group responsible for reviewing the complaint.
* **Description of the Complaint:** Provide a detailed description of the complaint, including the circumstances, individuals involved, and any known impacts or consequences.
* **Severity of the Complaint:** Select the level that reflects the potential or actual impact of the complaint (e.g., Minor, Major, Critical).&#x20;
* **Urgency Level:** Select the level of importance or urgency (e.g., Low, Medium, High).
* [**Related Business Division:**](#user-content-fn-3)[^3] Select the primary functional unit (department) associated with the complaint.
  * Selecting a division filters the options shown in the **Business Line** field.
* [**Related Business Line:**](#user-content-fn-4)[^4] Select the specialized unit within the selected division.
* **Expected Resolution Deadline:** Select the date by which the complaint is expected to be resolved.

<p align="center">━━━━━━━━━━━━━━━━━━━━━━━━━━━</p>

**Read-Only Fields** (🔒)

* **Complaint ID:** A system-generated, unique identifier used for tracking and reference.

{% hint style="warning" %}
This ID is assigned upon submission.

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{% endhint %}

***

{% endstep %}

{% step %}

### Document Immediate Response & Supporting Evidence

Provide information about the initial response to the complaint and any supporting evidence or documentation.

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* **Immediate Response Actions:** Describe any actions taken immediately after the complaint to contain, mitigate, or respond to the situation.
* **Relevant Documents:** Upload any files, images, reports, or supporting documentation related to the complaint.

***

{% endstep %}

{% step %}

### Define Actions (Optional)

Define actions required to address, correct, prevent, or mitigate the issues identified in the complaint.

{% hint style="warning" %}

#### Actions & Their Impact

An **action item** represents a corrective, preventive, or improvement activity intended to achieve measurable outcomes in quality, compliance, or risk reduction.

* When defined, actions are formally tracked through the workflow. They are assigned to responsible owners and must be completed and approved before the complaint can be closed.
  {% endhint %}

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Click **Add** to create a new action item.

<details>

<summary><mark style="color:blue;"><strong>Add Action Item</strong></mark></summary>

The **Add Action Item** form allows you to create actions associated with the complaint.

{% hint style="warning" %}
This form is a modal version of the standard **New Action** form found in the **Action Items** application. It retains nearly all the original fields and functionality, but is adapted to fit the context of the current application.
{% endhint %}

**Key Differences:**

* **Source of the Action:** This field is automatically populated based on the current application context and cannot be modified.
  * For example, in this case, the source is set to **Complaint**.
* At the bottom of the form, you can choose from the following save options:
  * **Save and New**: Click to save the action and open a new form to create another.
  * **Save and Close**: Click to save the action and close the form.

{% hint style="success" %}
For guidance on shared fields and functionality, refer to the [documentation for the **New Action** form](/interfacing-help-files/quality-managers/action-item-application/creating-and-managing-action-items/create-new-action.md).
{% endhint %}

</details>

Added entries appear in the grid with the following options:

* **Edit** ( <i class="fa-pen">:pen:</i> ): Click to modify an action.
* **Delete** ( <i class="fa-trash-can">:trash-can:</i> ): Click to remove an action.

{% hint style="info" %}
Confirm deletion by clicking **Save Changes** or clicking outside the grid. To cancel, click **Discard Changes** or **Undelete** ( <i class="fa-xmark">:xmark:</i> ).
{% endhint %}

***

{% endstep %}

{% step %}

### Expand Report (Optional)

To include additional information beyond the standard report, select the **Show Advanced Reporting Options** checkbox.

This reveals the **Select the Complaint Impact** section, where you can further categorize and document the complaint by selecting checkboxes from three sets.

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#### 4.1 Root Cause Information

Use this set to document information related to the complaint investigation. Each selected option reveals a related section for entering detailed information.

* **Do You Want to Add an Intake Form?:** Select to include the intake form associated with the complaint.

<details>

<summary><mark style="color:blue;"><strong>Intake Form</strong></mark></summary>

Document the initial information collected when the complaint was first reported or received.

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* **Intake Description:** Describe how the complaint was reported, received, or initially identified.
* **Relevant Documents:** Upload documents related to the complaint.

</details>

{% hint style="info" %}
An **intake form** is a document used to collect initial information or details about a complaint, event, or situation. It serves as the first step in the documentation and investigation process, providing a foundation for further analysis and action.
{% endhint %}

* **Do You Want to Add an Investigation Report?:** Select to include an investigation report for the complaint.

<details>

<summary><mark style="color:blue;"><strong>Investigation Report</strong></mark></summary>

Document the findings of the complaint investigation.

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* **Investigation Description:** Describe the investigation findings, including identified root causes, contributing factors, and proposed corrective actions.
* **Relevant Documents:** Upload documents related to the investigation.

</details>

* **Do You Want to Add a Variance Note?:** Select to include a variance note for the complaint.

<details>

<summary><mark style="color:blue;"><strong>Variance Note</strong></mark></summary>

Document any deviations or discrepancies related to the complaint.

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* **Variance Note Description:** Describe the observed discrepancies or deviations from standard procedures, protocols, or expectations.
* **Relevant Documents:** Upload documents related to the variance note.

</details>

{% hint style="info" %}
A **variance note** is a record documenting any discrepancies, deviations, or variations observed in relation to standard procedures, protocols, or expectations. It provides valuable insights into potential causes of complaints, aiding in identifying root causes and implementing corrective actions.
{% endhint %}

* **Do You Want to Add Other Documents/Details?:** Select to include additional information or documentation related to the complaint.

<details>

<summary><mark style="color:blue;"><strong>Other Root Cause Details</strong></mark></summary>

Provide additional information related to the complaint.

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* **Other Investigation Description:** Provide additional context, insights, or notes about the investigation process or findings.
* **Relevant Documents:** Upload any supporting documents.

</details>

#### 4.2 Additional Information

Use this set to capture additional details related to the complaint and its overall impact. Each selected option reveals a related section for entering detailed information.

* **Is It Product-Related?:** Select if the complaint is related to a product.

<details>

<summary><mark style="color:blue;"><strong>Product Information</strong></mark></summary>

Document the product-related aspects of the complaint.

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* [**Products:**](#user-content-fn-5)[^5] Select one or more product(s) associated with the complaint.
* **Impact on Selected Product(s):** Describe the impact of the complaint on the selected products.

</details>

* **Was an Authority Contacted?:** Select if an authority was contacted regarding the complaint.

<details>

<summary><mark style="color:blue;"><strong>Authority Contacted</strong></mark></summary>

Provide information about the authority contacted.

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* **Name of the Authority Contacted:** Enter the name of the authority or organization contacted about the complaint.
* **Date & Time the Authority Was Contacted:** Select the date and time when the authority was contacted.
* **Contact Phone Number:** Enter the phone number of the contacted authority.
* **Contact Email Address:** Enter the email address of the contacted authority.
* **Description of the Reported Event:** Provide a description of the event reported to the authority.
* **Relevant Documents:** Upload documents related to the reported event.

</details>

* **Were Customers Impacted?:** Select if customers were affected by the complaint.

<details>

<summary><mark style="color:blue;"><strong>Impacted Customers Information</strong></mark></summary>

Provide information about customers who were impacted by the complaint.

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* **List of Impacted Customers and Details:** List and provide details about the impacted customers.
* **Relevant Documents:** Upload documents related to the impacted customers.

</details>

* **Were There Any Injuries?:** Select if there were any injuries related to the complaint.

<details>

<summary><mark style="color:blue;"><strong>Reported Injuries</strong></mark></summary>

Document injuries reported in relation to the complaint.

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* **Description of the Injuries:** Provide a detailed description of the reported injuries.
* **Relevant Documents:** Upload documents related to the reported injuries.

</details>

* **Were There Any Financial Impacts?:** Select if there were financial impacts linked to the complaint.

<details>

<summary><mark style="color:blue;"><strong>Financial Impacts</strong></mark></summary>

Document the financial impacts associated with the complaint.

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* **Financial Cost:** Enter the estimated or actual monetary cost associated with the complaint.
* [**Currency:**](#user-content-fn-6)[^6] Select the currency used to report the financial cost.
* **Financial Report Receiver:** Select the user, role, or group responsible for reviewing the financial report.&#x20;
  * Upon [review](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/review-complaint-report.md) completion, the parties selected in this dropdown will receive an email notification. This notification will inform them of the financial impact of the complaint and include a PDF copy of the complaint for further action or reference.
* **Description of Financial Impacts:** Describe the financial impacts associated with the complaint.
* **Relevant Documents:** Upload documents related to the financial impacts.

</details>

* **Were There Any Witnesses?:** Select if there were any witnesses to the complaint.

<details>

<summary><mark style="color:blue;"><strong>Witness Information</strong></mark></summary>

Provide information about witnesses to the complaint.

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* [**Witness:**](#user-content-fn-7)[^7] Select one or more employees who witnessed the complaint.
* **Additional Witness(es):** Select to include witnesses not listed in the **Witness** dropdown.
  * If selected, enter the name(s) of additional witnesses in the designated field.
* **Witness Report of the Event:** Provide a description of the complaint from the perspective of the witness(es).

</details>

#### 4.3 Incident Type(s)

Use this set to identify the types of incidents involved. Each selected option reveals a related section for entering detailed information.

* **Customer Complaints:** Select if the incident involves customer complaints.

<details>

<summary><mark style="color:blue;"><strong>Customer Complaint Details</strong></mark></summary>

Document the customer complaints related to the complaint.

{% hint style="info" %}
This type of incident involves feedback or complaints from customers regarding product quality, performance, or service-related issues. It is a critical incident type in a quality management system (QMS).
{% endhint %}

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* **Customer Name:** Enter the name of the customer who filed the complaint.
* **Representative Name:** Enter the name of the representative or point of contact for the customer.
* **Representative Phone Number:** Enter the phone number of the representative.
* **Representative Email:** Enter the email address of the representative.
* **Customer Address:** Provide the address associated with the customer filing the complaint.
* **Complaint Details:** Describe the issues raised by the customer.
* **Relevant Documents:** Upload documents related to the customer complaint.

</details>

* **Data Security:** Select if the incident involves data security issues.

<details>

<summary><mark style="color:blue;"><strong>Data Security Details</strong></mark></summary>

Document the data security aspects of the incident.

{% hint style="info" %}
This type of incident involves breaches or vulnerabilities that compromise the confidentiality, integrity, or availability of data.
{% endhint %}

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* **Was There a Loss of Data?:** Select if there was a loss of data as a result of the incident.
  * If selected, indicate whether impacted customers were notified of the data loss.
* **Type of Incident:** Select the checkbox(es) for the applicable type(s) of data security incident.

  * **Denial of Service:** Select if the incident involves a denial of service attack.

  <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>During a denial-of-service attack, a malicious actor floods a network or system with an excessive volume of traffic, leading to a slowdown or complete system crash. These attacks are commonly directed towards well-known entities such as banks or government institutions, aiming to disrupt their operations and incur financial losses. However, it’s essential to note that organizations of varying sizes can fall victim to such assaults.</p></div>

  * **Malware:** Select if the incident involves malicious software (malware).
  * **Network Scanning Problem:** Select if the incident is related to issues with network scanning.
  * **Social Engineering:** Select if the incident involves social engineering tactics.

  <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Social engineering refers to a set of tactics used to manipulate individuals into revealing confidential information or performing actions that compromise security. Examples include phishing, pretexting, and impersonation.</p></div>

  * **System Misuse:** Select if the incident involves improper use of a system.
  * **Technical Vulnerability:** Select if the incident stems from a technical vulnerability.
  * **Unauthorized Access:** Select if the incident involves access by unauthorized individuals.
  * **Virus / Malicious Code:** Select if the incident involves a virus or malicious code.
  * **Other:** Select if the incident falls outside the predefined categories.
    * If selected, specify the nature of the incident in the designated field.
* **Describe the Impact Assessment:** Provide an assessment of the potential and actual impact of the data security incident.
* **Relevant Documents:** Upload documents related to the data security incident.

</details>

* **Defects or Failures:** Select if the incident involves defects or failures.

<details>

<summary><mark style="color:blue;"><strong>Defect or Failure Details</strong></mark></summary>

Document defects or failures related to the incident.

{% hint style="info" %}
This type of incident involves products or components that fail to perform as expected, leading to defects, malfunctions, or safety concerns.
{% endhint %}

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* **Describe the Defect or Failure:** Provide a detailed description of the defect or failure, including how it was identified, the affected product or component, and any observed behavior or outcomes.
* **Relevant Documents:** Upload documents related to the defect or failure.

</details>

* **Environmental or Safety:** Select if the incident involves environmental or safety issues.

<details>

<summary><mark style="color:blue;"><strong>Environmental or Safety Details</strong></mark></summary>

Document the environmental or safety aspects of the incident.

{% hint style="info" %}
This type of incident involves events that pose a serious risk to the environment, workplace safety, or public safety due to quality-related issues.
{% endhint %}

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* **Did It Result from a Natural Occurrence?:** Select if the incident was caused by a natural event.
  * If selected, specify the applicable type(s) of natural occurrence.
    * **Disease**
    * **Earthquake**
    * **Fire**
    * **Flood**
    * **Other Disaster**
      * If selected, specify the type of natural disaster in the designated field.
* **Did It Result from a Non-Natural Occurrence?:** Select if the incident was caused by a non-natural event.
  * If selected, specify the applicable type(s) of non-natural occurrence.
    * **Chemical Spills**
    * **Industrial-Based Fires**
    * **Improperly Contained Radioactive Waste**
    * **Other Disaster**
      * If selected, specify the type of non-natural disaster in the designated field.
* **Describe Actual or Potential Environmental Impact:** Provide a description of the actual or potential impact of the incident on the environment, workplace safety, or public safety.
* **Relevant Documents:** Upload documents related to the environmental or safety incident.

</details>

* **Equipment Failures:** Select if the incident involves equipment failures.

<details>

<summary><mark style="color:blue;"><strong>Equipment Failure Details</strong></mark></summary>

Document equipment failures related to the incident.

{% hint style="info" %}
This type of incident involves the breakdown or malfunction of machinery or equipment used in the production or delivery of products or services.
{% endhint %}

<p align="center"><kbd><strong>IMAGE</strong></kbd></p>

* **Device Type:** Specify the type of device associated with the equipment failure.
  * If <mark style="color:blue;">**Other**</mark>, specify the type of device in the designated field.
* **Equipment That Failed:** Specify the name or description of the failed equipment.
* **Other Equipment Affected by Failure:** Specify any additional equipment that was impacted as a result of the failure.
* **Manufacturer:** Enter the name of the equipment manufacturer.
* **Model/Part No.:** Enter the model or part number of the equipment.
* **Serial No:** Enter the serial number of the equipment.
* **Bar Code No.:** Enter the barcode number of the equipment.
* **Describe the Equipment Failure:** Provide a detailed description of the failure, including what happened, when it occurred, and any observed symptoms or effects.
* **Relevant Documents:** Upload documents related to the equipment failure.

</details>

* **Human Error:** Select if the incident involves human errors.

<details>

<summary><mark style="color:blue;"><strong>Human Error Details</strong></mark></summary>

Document the human errors related to the incident.

{% hint style="info" %}
This type of incident results from mistakes, oversights, or errors made by employees or workers. They are related to quality issues.
{% endhint %}

<p align="center"><kbd><strong>IMAGE</strong></kbd></p>

* [**Who Was Involved:**](#user-content-fn-8)[^8] Select the employee involved in the human error incident.
* **Individual Involved Is Not Listed:** Select if the individual involved is not listed in the dropdown.
  * If selected, provide the following information:
    * **Name of the Involved Person:** Enter the name of the person involved.
    * **Contact Information for This Person:** Enter the contact information (email address or phone number) for the person involved.
* **Employee Description of the Event:** Provide a description of the event from the employee’s perspective, including what occurred and any contributing actions or circumstances.
* **Relevant Documents:** Upload documents related to the human error incident.

</details>

* **Supplier Issues:** Select if the incident involves issues with a supplier.

<details>

<summary><mark style="color:blue;"><strong>Supplier Issue Details</strong></mark></summary>

Document supplier-related issues associated with the incident.

{% hint style="info" %}
This type of incident involves problems with materials or components supplied by external vendors or suppliers, which can impact the quality of the final product.
{% endhint %}

<p align="center"><kbd><strong>IMAGE</strong></kbd></p>

* [**Selected the Impacted Supplier:**](#user-content-fn-9)[^9] Select the supplier associated with the incident.

{% hint style="warning" %}
When a supplier is selected, the following read-only fields are automatically populated with available information.

* **Supplier Representative Name:** The name of the representative associated with the selected supplier.

* **Representative's Phone:** The phone number of the supplier’s representative.

* **Representative's Email:** The email address of the supplier’s representative.
  {% endhint %}

* **Details of the Issue:** Describe the nature of the issue involving the supplier, including what occurred and any relevant context.

* **Relevant Documents:** Upload documents related to the supplier issue.

</details>

***

{% endstep %}

{% step %}

### Submit Report

Click **Submit** to enter the report into the **Complaint Management** workflow, routing it to the designated reviewer for [evaluation](/interfacing-help-files/quality-managers/incident-application/creating-and-managing-incidents/review-incident-report.md).

***

{% endstep %}
{% endstepper %}

***

## See Also

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-cover data-type="image">Cover image</th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Tracking &#x26; Monitoring Complaints</strong></td><td>Monitor the status and progress of incidents using lists and dashboards.</td><td><a href="https://1488562728-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTx7AmE0d2Q4ja20EYjF5%2Fuploads%2FNZOvD3ldHJ3i1zsvDksS%2FCR-V16-Icons-1.png?alt=media&amp;token=7c420cc4-9abf-4601-8fc3-8e9769771b27">App-V16-Icons-1.png</a></td><td><a href="/interfacing-help-files/quality-managers/complaint-application/tracking-and-monitoring-complaints.md">Tracking &amp; Monitoring Complaints</a></td></tr></tbody></table>

[^1]: 💡 **For Administrators:**

    * Manage the options that populate the **Category** dropdown in:
      * **QMS Admin Settings** > **General Settings** > [**Category**](/interfacing-help-files/administration-and-configuration/configuring-application-settings/general-application-settings/category.md).
    * Only **active** options will appear in the dropdown.

[^2]: 💡 **For Administrators:**

    * Manage the options that populate the **Reviewer** dropdown in:
      * **Library** > [**Organization**](/interfacing-help-files/process-analysts/organization-management.md).
    * Only **active** users, roles, and groups will appear in the dropdown.

[^3]: 💡 **For Administrators:**

    * Manage the options that populate the **Business Division** dropdown in:
      * **Library** > [**Organization**](/interfacing-help-files/process-analysts/organization-management.md).
    * Only **active** departments will appear in the dropdown.

[^4]: 💡 **For Administrators:**

    * Manage the options that populate the **Business Line** dropdown in:
      * **Library** > [**Organization**](/interfacing-help-files/process-analysts/organization-management.md).
    * Only **active** departments linked to the selected parent department will appear in the dropdown.

[^5]: 💡 **For Administrators:**

    * The list of products is sourced from the [**Product(s) / Equipment**](/interfacing-help-files/supplier-and-product-management/products-equipment-application.md) application.

[^6]: :bulb: **For Administrators:**&#x20;

    * Manage the options that populate the **Currency** dropdown in:&#x20;
      * **QMS Admin Settings** > **Complaint Settings** > [**Currency**](/interfacing-help-files/administration-and-configuration/configuring-application-settings/complaint-application-settings/currency.md).
    * Only **active** currencies will appear in the dropdown.

[^7]: 💡 **For Administrators:**

    * Manage the options that populate the **Witness** dropdown in:
      * **Library** > [**Organization**](/interfacing-help-files/process-analysts/organization-management.md).
    * Only **active** users will appear in the dropdown.

[^8]: 💡 **For Administrators:**

    * Manage the options that populate the **Involved** dropdown in:
      * **Library** > [**Organization**](/interfacing-help-files/process-analysts/organization-management.md).
    * Only **active** users will appear in the dropdown.

[^9]: 💡 **For Administrators:**

    * The list of suppliers is sourced from the **Supplier List** module of the **Supplier** application.


---

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