Simplify complaint intake, reduce manual entry, connect records and route submissions according to agency procedures.
Online and staff-assisted intake lets agencies accept complaints through configurable public forms and record reports received by phone, email, mail or referral. Forms capture the parties involved, allegation details, incident dates, and supporting documents. Information collected at intake becomes part of the related case record, reducing duplicate entry.
Configurable screening and routing helps staff assess completeness, jurisdiction, and the need for further action. Agency-defined rules and staff decisions direct complaints to investigation or compliance review, refer matters outside the agency’s authority, or close intakes that do not proceed. Configured notices and work queues keep the process moving
Receive online complaints and enter emailed, mailed, telephoned or referred reports into one structured intake process.
Identify complainants and respondents, document allegations and supporting materials, and connect them to the appropriate case.
Screen submissions for jurisdiction and sufficiency, then refer, close or route qualifying complaints for further action.
Benefits of Complaint Intake include:
Less Manual Work
Capture public-submitted information directly, reducing staff rekeying and paper handling.
Consistent Intake Review
Guide staff through jurisdiction checks, required information and documented dispositions.
Clearer Case Handoffs
Route qualifying complaints and associated records to the appropriate team.
When evaluating software with complaint intake functionality, look for capabilities that:
Provide public forms that capture allegations, involved parties, incident details and supporting files.
Support staff entry for complaints received through phone calls, email, mail and agency referrals.
Preserve intake information and staff decisions while routing, referring, or closing a case.
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