Complaint & Feedback Management

Q: Can we still have staff review complaints before they are assigned?

Absolutely. The automation can route complaints to a manager for review and approval before assignment, or assign them directly based on your rules.

Q: What happens to complaints that don't fit a standard category?

Complaints that do not match standard categories are flagged for manual review and assigned to a designated staff member or manager for handling.

Q: Will existing complaint data in our spreadsheet be migrated?

Yes. Historical complaint data can be imported into the new system so you maintain a complete record and can generate reports on past trends.

Q: How does the compliance report work?

At month end, the system automatically extracts all resolved complaints, calculates average resolution time, counts complaints by category and severity, and generates a formatted report ready for your compliance team.

Logging, investigating, and closing out complaints within required timeframes.

288 hrs

Manual time identified

Companies have mapped

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About This Automation

Complaint and feedback management in aged care involves receiving complaints via phone, email, and online forms, then manually logging, categorizing, assigning, investigating, and reporting on each one.

Automation captures all incoming complaints in a single system, categorizes them instantly, routes them to the right staff member, and generates compliance reports automatically. Residents get faster resolutions and the facility maintains complete audit trails.

Key features:

Capture complaints from phone, email, and online forms into one central system

Categorize complaints automatically by issue type and assign to the right department

Track investigation and resolution status in real time

Generate monthly compliance reports with trends and resolution metrics

Notify residents and families of resolution status automatically

Maintain a complete audit trail for regulatory compliance

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Manual complaint logging delays Staff spend 12-15 minutes manually typing complaint details into spreadsheets, creating bottlenecks and transcription errors.	80%
2	Inconsistent categorization Complaints are categorized differently by different staff members, making reporting and trend analysis unreliable.	67%
3	Lost or missed complaints Complaints received via phone or email sometimes fall through the cracks because there is no single intake point.	53%
4	Manual compliance report creation Managers spend 25 hours per month manually pulling data from spreadsheets and calculating resolution metrics.	40%
5	Slow resident notification Residents wait longer for resolution updates because staff must manually track progress and send individual notifications.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

7.8/ 10

AI Fit Rating™

8.6/ 10

Automation Lift Index™

8.4/ 10

Hidden Overhead™

7.1/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Complaint Receivedtrigger

A complaint is submitted via email, phone (logged as email), online form, or in-person (logged as email). The automation is triggered when the complaint arrives in the inbox or form system.

2. Capture Complaint

The complaint details are automatically extracted and logged as a ticket with resident name, date, channel, and initial description.

3. The automation Categorizes and Assigns

The automation reads the complaint, categorizes it (care quality, safety, food, staffing, etc.), and assigns it to the appropriate department or staff member based on rules.

4. Send Assignment Notification

A notification is automatically sent to the assigned staff member with the complaint details and a link ticket.

5. Track Resolution Progress

The assigned staff member updates the ticket with investigation notes and resolution details as they work on the complaint.

6. Notify Resident or Family

Once resolved, an email is automatically sent to the resident or family member with the resolution details and closure confirmation.

7. Generate Compliance Report

At month end, a compliance report is automatically generated data, showing complaint counts by category, resolution times, and trends.