Complaint Management
CM-02Acknowledge, investigate, and answer on the severity clock
How Leela would run itEvent-driven · per complaint; clocks start at intake and run in business days
From the policy libraryThe requirement
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.
- Applies
- Tell Leela about your company to see whether this applies.
- Status
- Setup needed
Tell Leela how you handle it today, or hand it over: see what’s next.
The work
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.
What Leela keepsThe evidence this obligation leaves, as the work happens
Listed from the policy libraryContents
- 01Acknowledgment recordSent message with timestamp against the complaint id
- 02Investigation notesFindings with the records they rest on
- 03Final responseWritten outcome to the complainant with date sent
Evidence
Acknowledgment record
Complaint Management §6, §8
3
of 3 records
The work and the records come from this obligation in the policy library.