Formal Complaint

When a certain number of complaints are entered for a subscriber within a certain timeframe, the complaints can be escalated: e-mail can be sent to key personnel, contact and resolution information can be entered, and the escalated complaint will appear on this report, the Formal Complaint Report.

The Formal Complaint Report can be run for resolved and/or unresolved complaints, and complaints that were or were not resolved within the allotted number of resolution days.

To create the report:

• Select Formal Complaint from the Management menu to display the Formal Complaint Report window.

  
• Click Add and complete the following fields.

  Field	Type	What to enter
  PRODUCT	setup	Enter the publication for which you are creating the Formal Complaint report.
  START DATE END DATE	date	Enter the date range for the report. Only escalated complaints escalated within this date range will be included.
  COMPLAINT CODE	setup	Enter the formal complaint code to include in the report, or enter “*” to multi-select complaint codes. Only formal complaints entered with the complaint codes selected here will be included in the report.
  RESOLUTION TYPE	predefined	Indicate whether the report should include resolved escalated complaints, unresolved escalated complaints, or all escalated complaints.
  RESOLUTION BASIS	predefined	Indicate whether the report should include escalated complaints that were resolved within the allotted resolution days, that were not resolved within the allotted resolution days, or all complaints. The allotted number of resolution days are defined in Publication setup.
  DELIVERY TYPE	predefined	Indicate which delivery types should be included in the report: route, mail, unassigned (for example, complaints from non- subscribers), or all.
  SELECTION TYPE	predefined	Indicate whether this report should include a particular district, zone, region, or area, or enter all to include all routes.
  SELECTION	setup	Enter a particular district, zone, region, or area (depending on the selection type entered above) to include in the report, or enter “*” to multi-select. This field is inactive if the report type is “all”.

• Click OK and then Continue to create the report.

Example—Formal Complaint Report