User Guide

Complete guide to the Complaint Category System

What is the Complaint Category?
Understanding the purpose and scope

The Complaint category is a specialized ticket type designed to handle employee complaints, concerns, and grievances within the organization. This system ensures that all complaints are properly documented, investigated, and resolved in a transparent and timely manner.

When to Use Complaint Category

  • Workplace harassment or discrimination concerns
  • Policy violation reports
  • Safety and health concerns
  • Unfair treatment or management issues
  • Ethical concerns or misconduct
  • Work environment complaints

Key Features

  • Confidential Processing: Complaints are handled by dedicated Complaint Admins
  • Emergency Priority: Urgent complaints can be marked as emergency for 3-hour SLA
  • Thorough Investigation: Each complaint is investigated and documented
  • Transparent Status: Track your complaint status in real-time
  • ER Oversight: Emergency complaints receive final review by ER Admin
Status Definitions
Understanding complaint statuses

Opened

Complaint has been submitted and is awaiting review by Complaint Admin

Investigated

Complaint has been thoroughly investigated and resolved. Case closed.

Not Investigated

Complaint did not meet investigation criteria or was determined to be unfounded

Declined

Complaint was declined by admin. See comments for explanation.

ER Emergency Review

Emergency complaint has been processed by Complaint Admin and is awaiting final approval from ER Admin

Resolved

Emergency complaint has received final approval from ER Admin. Case closed.

Need Help?

If you have questions about the complaint system or need assistance, please contact your HR department or system administrator.

Confidentiality: All complaints are handled with strict confidentiality
Non-Retaliation: You are protected from retaliation for filing complaints