Omnitrack Complaints Registers

No organisation looks forward to receiving complaints. But when complaints do arise, they should be taken seriously. Swiftly and comprehensively addressing complaints could help you:

Placate a complainant, making sure matters do not escalate
Gain constructive criticism, enabling your organisation to learn and grow from the experience
Deal with the requirements of any professional indemnity insurer or regulatory body

Many organisations collect complaints via lengthy online surveys, or simply provide a complaints email address on their website. Accordingly, in order for records to be stored in a central location, staff may subsequently need to duplicate the data entry process. The lack of automation doesn’t just cause problems when initially inputting data relating to the complaint. It also limits an organisation’s ability to monitor the status of incidents.

VinciWorks’ solution

Our Omnitrack Complaints Register makes it easy to manage complaints, and automatically update staff when necessary. This means that you can stay on top of all complaints and always choose the best course of action.

100% customisable: the ready-to-go questionnaire is based on best-practice, but can be adapted to your needs. You can alter questions, provide links to internal guidance or industry-specific ombudsmen, or add text explaining why a question is important.
Flexible user experience & conditional logic: the form adapts as it is completed, so users are only asked relevant questions. For example, if a representative (such as a lawyer) submits the form on the complainant’s behalf, the questionnaire will ask them to provide their details. It will also ask whether you have authority to contact the complainant directly.
Admin review: once the user completes the form, admins can effortlessly assess the risks involved. They can mark complaints as resolved or unresolved, add urgent deadlines, or send a request to the user for further information.

Track status of complaints: the graphical dashboard provides an overview of all complaints, including any red flags, urgent deadlines, or court proceedings. Admins can also use the data collected to generate reports or identify when information is missing.

How are you managing your GDPR compliance requirements?

GDPR added a significant compliance burden on DPOs and data processors. Data breaches must be reported to the authorities within 72 hours, each new data processing activity needs to be documented and Data Protection Impact Assessments (DPIA) must be carried out for processing that is likely to result in a high risk to individuals. Penalties for breaching GDPR can reach into the tens of millions of Euros.

“In a world older and more complete than ours they move finished and complete, gifted with extensions of the senses we have lost or never attained, living by voices we shall never hear.”