Complaints e-Book

Managing Information Requests for Complaints Introduction After entering a complaint, you have the option of creating an information request asking for the company to provide your agency with the documentation necessary to resolve the complaint.

Note: Users with the Complaint Supervisor and Complaint Manager roles can add information requests. See SES Agency System Roles and Groups for more information. The agency POC and users with the Complaint Manager role can send information requests to the subject of a complaint.

Adding an Information Request to a Complaint 1. Navigate to your complaint. 2. Click Information Requests > Add Information Requests .

3. Complete the information request form and upload any relevant documents.

Note: The documents uploaded at this stage of the information request process are expected to be downloaded by the company and used in relation to this specific information request (e.g., completion of a form).

4. Select the desired Available Next Action .

Updated: 3/8/2022