Complaints cases are created in the same way as other CitizenHub services – either from the Service Info page, from the Portal or from an Agent/Organisation/Address page. Once the case initiation form has been completed and submitted, the case will be assigned to the group assigned to the service in the CH Central application.

The first step to complete is the Raise Complaint stage, in which the agent can choose to either accept or reject the complaint. If the complaint is accepted then the assignment group needs to be chosen before progressing – an email will be sent to the assigned group. If the complaint is rejected, the user will need to input a reason, which will be included as part of an email sent to the complainant.

Once assigned, only a user who is assigned to the case can progress the next stage and only members of the assigned group can see the case progression widget. A user can assign the case to themselves on ‘My Page’ by clicking on the ‘Take Ownership’ button next to the case.

Please read through the technical documentation attached for more in depth detail.