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. 

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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 time spantimespan.

In addition you can search by complaint ID or FSE code or FSE name.

View Complaint Detail 

To see the complaint detail, click on this icon Image Removed  within the Actions Columns the complaint in the complaints list.

This page consists of :

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Detail comprises :

• Add Note
• Send Message
• Request Delete 
• Settle
• Lead detail
• Relevant complaints (if there were any more complaints about against the same job),
• History 

Managing Complaints 

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To do this click on  through the actions bar and after adding the settle note, click on the Submit .

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In rare situations, when the Franchisee clearly did nothing wrong, you can upload the evidence and choose Not at fault via the dropdown 

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Request for Complaint Deletion

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What are the statuses of a complaint?

• New 
• Handling ( after adding a note by FSO)Escalated ( after receiving the second or more complaint against the same job) 
• Settled 
• Pending deletion (while the Request for deletion is under Jim's review)
• Deleted

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