Focus on the solution ltd

STAGES OF AN INCIDENT

A minor concern can be escalated to a formal complaint up to 28 days after being closed.
Escalation will clear any signatures and set the status of the now Formal Complaint to Open

FORMAL COMPLAINTS – ACTION	Status
Formal complaint added (or escalated from Minor Concern)	Open Investigation in process
Approved by – signed	Approved Awaiting Head Office approval
Head Office Approved by – signed	Head Office Approved Response can be provided
Response Provided by – signed	Response Provided Complaint set to auto close on xx/xx/xx (+28 days of signature)
After 28 days Unless reopened	Complaint Closed
Complaint reopened within 28 days	Reopened for Second Response Additional response required
Additional Response Provided by – signed	Second Response Provided Complaint set to auto close on xx/xx/xx (+28 days of signature)
After 28 days Unless reopened	Complaint Closed
Complaint reopened within 28 days	Reopened for Second Response Final response required
Final Response Provided by – signed	Complaint Closed

Minor Concerns

Formal Complaints

MINOR CONCERNS – ACTION	Status
Minor concern added	Open Investigation in process
Approved by – signed	Minor Concern Approved Response can be provided
Response Provided by – signed	Minor Concern Closed