> 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/review-complaint-report.md).

# Review Complaint Report

Review a submitted complaint and determine the appropriate next steps.

## Workflow Overview

<i class="fa-location-dot">:location-dot:</i> **Current Task:** Complaint Report to Review

<i class="fa-user">:user:</i> **Performed By:** Assigned Reviewer (e.g., Supervisor, Department Manager, QA Analyst)

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

***

## Accessing the Task <a href="#accessing-the-task" id="accessing-the-task"></a>

The **Review Complaint Report** task can be accessed through any of the following:

* The **To Do** module.
* The **Notification Panel** (via the **Notification Bell**).
* The **direct link** provided in the email notification.

***

## Completing the Task <a href="#completing-the-task" id="completing-the-task"></a>

When a complaint is submitted, review the report to understand the situation and determine the appropriate course of action.

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

{% 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 %}

{% hint style="info" %}

#### Saving Your Work

To save progress without submitting, click **Save** in the top-right corner of the panel.&#x20;

* The task remains in the **To Do** module for you to revisit and complete later.
  {% endhint %}

***

{% stepper %}
{% step %}

### Review Complaint

Review the complaint to ensure it is complete and appropriate for further processing. Consider the following:

<table data-card-size="large" data-view="cards"><thead><tr><th></th><th></th></tr></thead><tbody><tr><td>✅ <strong>Clarity &#x26; Completeness</strong></td><td>Is the complaint clearly documented with sufficient detail, accurate information, and supporting evidence?</td></tr><tr><td>✅ <strong>Classification &#x26; Impact</strong></td><td>Does the report correctly classify the complaint, reflecting the true risk and urgency of the situation?</td></tr><tr><td>✅ <strong>Context &#x26; Related Elements</strong></td><td>Does the report provide sufficient context to understand the complaint and its related impacts, dependencies, or associations?</td></tr><tr><td>✅ <strong>Response &#x26; Follow-Up Actions</strong></td><td>Were immediate response actions appropriate, and are any proposed follow-up actions clear, effective, and measurable?</td></tr></tbody></table>

{% hint style="info" %}
This task uses a form similar in layout and content to the **New Complaint** form.

* For instructions on how to complete each field, refer to the [corresponding form documentation](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/create-new-complaint.md).
  {% endhint %}

***

{% endstep %}

{% step %}

### Escalate to QE or CAPA (Optional)

If the complaint requires further review and processing beyond standard complaint handling, escalate the issue to a quality event (QE) or CAPA.

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

* **Escalate the Issue to QE or CAPA?:** Select the appropriate escalation path.
  * In the field that appears, select the user, role, or group responsible for reviewing the report.

***

{% endstep %}

{% step %}

### Finalize Review

From the **Task Resolution** dropdown, select one of the following actions:

* **Requires More Details**

  Return the report to its creator for revisions or additional information.

  → Next Step: [Modify Complaint Report](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/modify-complaint-report.md)

{% hint style="info" %}
Once changes are made, the creator can resubmit the report for further review.
{% endhint %}

* **Escalate the Issue**

  Escalate the complaint to a quality event or CAPA for further processing.

{% hint style="warning" %}

#### How Escalation Works

Based on the selected escalation path, the issue is automatically routed to the appropriate workflow:

* **Quality Event**

  → Workflow: [**Quality Event Management**](/interfacing-help-files/quality-managers/quality-event-application/creating-and-managing-quality-events.md)

  → Task: [**Review Issue**](/interfacing-help-files/quality-managers/quality-event-application/creating-and-managing-quality-events/review-issue.md)

* **CAPA**

  → Workflow: [**CAPA Management**](/interfacing-help-files/quality-managers/implementing-capas-apps/navigating-the-capa-management-workflow.md)

  → Task: [**Review CAPA**](/interfacing-help-files/quality-managers/implementing-capas-apps/navigating-the-capa-management-workflow/review-capa.md)
  {% endhint %}

* **No Issue (Close Complaint)**

  Close the complaint if no underlying issue is found.

* **Immediate Action**

  Address the complaint through the execution of defined actions.

  → Next Step: [Execute Action(s)](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/execute-action-s.md)

{% hint style="warning" %}

#### How Resolution Proceeds

Depending on the report, one of the following will occur:

* If **actions** are defined, they will be assigned to their respective owners for [execution](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/execute-action-s.md).
  * Once all items are completed and approved, the reviewer will [verify the resolution](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/check-effectiveness-of-actions.md).
* If **no actions** are defined, resolution is assumed to proceed without individual task tracking.
  * In this case, the reviewer will proceed directly to [validating that the resolution meets requirements](/interfacing-help-files/quality-managers/complaint-application/creating-and-managing-complaints/check-effectiveness-of-actions.md).
    {% endhint %}

After selecting the appropriate resolution, click **Submit** to finalize your review and advance the workflow.

***

{% 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>


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