SES Complaint e-Book

Closing a Complaint

Introduction After working a complaint, you can close it for several reasons. Typically, a complaint is closed once the complaint has been resolved (e.g., closed with explanation or monetary relief). You can also close a complaint because it was a duplicate or was found to be invalid. Or the complaint may be closed because it was referred to another agency or to an investigation team.

Note: All users assigned to the Complaints group in SES can close a complaint. See Managing Users for more information.

Updating a Complaint

1. Navigate to your complaint.

Note: You can close the complaint from the Summary or Details pages.

2. Click Close Complaint .

3. Select the close reason and enter any closure notes.

Note: Selecting Closed with Monetary Relief allows you to enter an amount and payment date.

Selecting Referred to Other Agency allows you to enter the state agency’s name. However, this does not refer the complaint to the agency. You must refer the complaint via the Related Actions page prior to closure. See Sending a Complaint for Referral for more information. If the agency you wish to refer the complaint to

Updated: 6/25/2020