Acknowledge, investigate, and answer on the severity clock

Complaint Management policy, §6, §8

Each complaint is classified Critical, High, Moderate, or Low at intake, and that class starts three clocks: acknowledgment within 1, 2, 3, or 5 business days; investigation within 5, 10, 15, or 30; and a final written response within 10, 20, 30, or 45.

Event-driven

Per complaint; clocks start at intake and run in business days

Assign severity at intake, send the acknowledgment before its deadline, investigate against records, and send a written outcome to the complainant. Document the reason and update the complainant whenever a target will be missed.

• Acknowledgment record

  Sent message with timestamp against the complaint id

• Investigation notes

  Findings with the records they rest on

• Final response

  Written outcome to the complainant with date sent

Compliance Officer

Leela can start the three clocks when a complaint is logged and flag each one before it is missed.

Tell Leela about your company to see whether this applies.