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How to access the complaints management page
Log into the FMS 5(https://fms.jims.net) and go to FSE Management>Compliants Management
Complaints Dashboard
This table shows the list of all complaints including their Date, Complaint ID, Status, Type, Service, Customer name, Customer address,Customer phone, FSE name, FSO name, and actions.
As a default, the list shows "the list of all complaints of your all FSEs since six months ago which you are accountable for handling and ultimately settling them. however, you can use the filter to see the desired list.
Tip: Compliant ID is a unique ID across the complaints management system and its structure is YYMMDDXXXX ( i.e 1903256666). You can follow up and refer to a complaint by its ID and also understand the date of a complaint by looking at the ID.
Search and Filter
As a default, the list shows "the list of all complaints of your all FSEs since six months ago which you are accountable for handling and ultimately settling them). however, you are able to use the filter to see a particular status including New, Handling, Settled, Escalated, Pending deletion and Deleted; during a customised timespan.
In addition you can search by complaint ID or FSE code or FSE name.
View Complaint Detail
To see the complaint detail, click on the complaint in the complaints list. Detail comprises :
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To do this click on through the actions bar and after adding the settle note, click on the Submit .
In rare situations, when the Franchisee clearly did nothing wrong, you can upload the evidence and choose Not at fault via the dropdown
Request for Complaint Deletion
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