Chintaro V6.1.23 (03/10/2018) and Chintaro SXLx (18.10.03) includes functionality for managing complaints. A complaint can take many types, for example, a complaint from a Tenant against a staff member or Tradesperson, a neighbourhood dispute between Tenants or may be an appeal from a Tenancy about a decision regarding their Tenancy. It may also take the form of a Tradesperson complaining about a Tenant, or a staff member complaining about another staff member. Chintaro enables you to record many different types of sources of complaints, track the progress of key dates such as acknowledgements sent or updates for resolution, and any resolution notes and details. 


How and what your Organisation will need to track with Complaints is individual to you and each organisation will have a different process. As with any other screen in Chintaro, if you don't need to use the field, leave it blank. 


The following solution details how to record Complaints in Chintaro. 


Adding a new Complaint to Chintaro

To record a new Complaint to Chintaro, from the Home Screen, click Complaints, then click Manage Complaints. The Manage Complaints screen will open:


To add a new Complaint to Chintaro, click the Add Complaint button:


A blank Complaints screen will open:



General section of the Complaint



Screenshot in Chintaro
Description

Title: Enter a brief and succinct description of the Complaint that will appear on the Manage Complaints screen.

Complaint Type: Select a Complaint Type from the drop down list.


(NOTE: If the Complaint Type you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Type).


Add/Edit Issues: Click 'Add/Edit Issues' to add multiple Tags that you can apply to the Complaint. Double click on all of the issues that relate to the complaint, and click Exit to save.


(NOTE: If the Issue(s) you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Issue).



Received Date: Will default to today's date, but can be changed by removing the date (highlighting and pressing <DELETE> on your keyboard) and selecting from the calendar icon or typing straight in the field.

Finalised Date: Once the Complaint has reached a resolution, enter the Finalised Date.


Resolution By Date: Enter the date the Complaint must be resolved by in the Resolution By Date field.


Format Lodged: Select the format the complaint was lodged by from the drop down list.

(NOTE: If the Format Lodged you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Format Lodged).

StatusSelect the Status of the Complaint from the drop down list.

(NOTE: If the Complaint Type you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Status).

Complaint Level: Select the step the Complaint is at from the drop down list.

(NOTE: If the Complaint Type you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Risk Level).

Risk Level: Select the Risk Level of the Complaint from the drop down list.

(NOTE: If the Risk Level you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Risk Level).

Acknowledgement Provided: Enter the date an acknowledgement was sent to the complainant, if applicable in your Organisation.


7 Day Update Provided: Enter the date the 7 day update was provided to the complainant, if applicable in your Organisation.


Update at 14 Days if not resolved: Enter the date the 14 day update was provided to the complainant, if not resolved after 14 days and if this is applicable in your Organisation.


Reported To: Free text field where you can enter the name/place the Complaint was reported to.


Managed By: Select the individual responsible for managing the Complaint from the drop down list.

(NOTE: If the person you would like to assign as the manager of the complaint is not in this list, please add them to Chintaro through Home Screen > Tenancies > Tenancy Managers > Add Manager).

Outcome: Once resolved, select the Outcome of the Complaint from the drop down list.

(NOTE: If the Outcome of the Complaint you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Outcome).

Add/Edit Resolutions: Click 'Add/Edit Resolutions' to add multiple Tags that you can apply to the resolution of the Complaint. Double click on all of the resolution(s) that relate to the complaint, and click Exit to save.


(NOTE: If the Resolution(s) you would like to add is not in this list, please ask your Chintaro System Administrator to add it to System Maintenance > Reference Tables > Complaint Resolutions).





Details section of the Complaint


Screenshot in Chintaro
Description

Details: A free text field, where you enter all of the relevant details related to the Complaint.

NOTE: Press <CTRL> and <ENTER> for a new line.



Outcome Sought section of the Complaint


Screenshot in Chintaro
Description

Outcome Sought: A free text field, where you enter all of the relevant details related to the outcome of the Complaint.

NOTE: Press <CTRL> and <ENTER> for a new line.



Investigation Notes

The Investigation Notes section in the Complaint is used as a historical record of the interactions regarding the Complaint. Notes can be entered manually, and to add an Investigation Note to the Complaint record, click Add Note. 


The Investigation Note pop up will appear:


Screenshot in Chintaro
Description
Note Date: Will default to today’s date.

Note Type: Is a drop down list where you can group your Investigation Notes in to categories (EG Step 1 Notes, Step 2 Notes, Resolution Note). You will be able to filter and sort Notes by the Note Type, and the Note Type drop down list is customisable by your System Administrator.
Note Title: Add a short description of the Note
Note Body: Add the full description of the Note in the Note Body. Enter in Minutes.For a new line in the Note Body, you must hold down <CRTL> + K. Simply pressing <ENTER> will move the cursor to the next field. When you have finished entering the Note information, click the Add button to save the Note. Notes will appear in the Notes Section of the Client record in descending date order.
Related Links: Is used to add a hyperlink to a folder or document on your network that you would like linked to this specific Note.
Time Spent in Minutes: Is used to record how much time is spent on a task.
Sticky?: If you have a note (or multiple notes) that are particularly important and you would like to pin them to the top of the Notes list, you can make them a 'Sticky' note. When a Note is 'Sticky', it will appear at the top of the list, by Note Date. These Notes will appear at the top of the list and be seen first, each time a user logs in to the Complaints screen.  



You can also make Investigation Notes in to Actions for yourself or another Chintaro user to follow up. Click here to find out more about Action Notes.  


Related Links

Chintaro doesn't store any files in the database itself, but it can link to files or folders on a network drive. To add a related link to a Complaint Record, press the  button. The Related Links pop up will appear. Enter the name of the file/folder next toLink Name, and <TAB> to the Link section. 


From here, click either FILE to link to one file or FOLDER to link to an entire folder, depending what it is that you would like to link:



Press  to save the Related Link. Click on the hyperlink to open the file/folder you have linked:



For more information on Complaints

Please contact support@chintaro.com.au for more information on the Complaints module in Chintaro.