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Consumer Complaints
Recording and resolving consumer complaints against companies.
SES Consumer Complaints Resources for Agencies
Managing and processing consumer complaints in SES.
Managing Consumer Complaints
This section explains how to view and access complaints, make referrals, and assign an agency point of contact for complaints
Complaints Referrals
As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).
Sending a Complaint for Referral
As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).

Consumer Complaints
Recording and resolving consumer complaints against companies.
- SES Consumer Complaints Resources for Agencies
  Managing and processing consumer complaints in SES.
  - Managing Consumer Complaints
    This section explains how to view and access complaints, make referrals, and assign an agency point of contact for complaints
    - Complaints Referrals
      As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).
      - Sending a Complaint for Referral
        As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).
      - Accepting or Rejecting a Complaint Referral
        After working a complaint, another agency may refer a complaint to yours (e.g., the consumer submitted the complaint to the wrong regulatory agency).
    - Requesting Access to a Complaint
      As an agency complaints user in SES, you have access to view basic information about complaints across all agencies. You can also request access to view the full details of another agency’s complaint.
    - Accepting or Rejecting Access to a Complaint from the Homepage Widget
      Other agencies can request to view the full details of a complaint owned by your agency. When your agency receives a request to view a complaint, all complaint supervisors at your agency will be notified via email.
    - Accepting or Rejecting Access to a Complaint Using the Access Request Report
      Other agencies can request to view the full details of a complaint owned by your agency. When your agency receives a request to view a complaint, all complaint supervisors at your agency will be notified via email.
    - Removing Agency Access from a Complaint Record
      After granting another agency access to view the details of a complaint, users assigned the Complaints Supervisor role can remove the access, at any time.
    - Removing Agency Access from the Access Request Report Page
      After granting another agency access to view the details of a complaint, users assigned the Complaints Supervisor role can remove the access, at any time.
    - Viewing Complaints on a Company’s Record
      There is a wealth of information available on each company record or company profile in SES. You can view a company record by performing a simple search.
    - Viewing All SES Consumer Complaints
      You can also see all consumer complaints that are managed using SES.
    - SES Consumer Complaints Intake Form
      The data collected on the State Examination System (SES) Consumer Complaint Intake Form was determined by the SES Consumer Complaints Working Group, made up of seventeen state agencies. The five sections of the form are represented below for your reference and consideration.
  - Processing Consumer Complaints
    This section explains how-to initiate a complaint and conduct the investigation, including entering and reviewing the complaint, managing information requests, adding research and alleged violations, and closing the complaint.
- SES Consumer Complaints Resources for Companies
  Responding to consumer complaints related inquiries.
- SES Consumer Complaints Reports
  SES has several reports that allow you to view the status and work activity for consumer complaints.

Sending a Complaint for Referral

As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).

About this task

You can only refer a complaint prior to information requests being sent to the company. If information requests are not sent to the company, you can refer a complaint any time prior to closure.

Note: All Complaint Supervisors and Managers can refer a complaint to another agency. See SES Agency System Roles & Consumer Complaints Roles for more information.

Figure 1. Video: Referring a Complaint to Another Agency

Procedure

Navigate to the complaint.
Click Related Actions.
Click Refer Complaint to Another Agency.
Complete the referral form.

Note: You can only refer a complaint to another agency that is actively using SES to process complaints at this time.

Note: If an agency is not actively using SES to process complaints at this time, you can close the complaint and indicated the reason for closure as “Referred to another agency” and identify the desired agency there. See Closing a Complaint for more information.
Click Submit Referral.

All Complaint Supervisors and Managers at the agency to which the complaint was referred receive a notification to accept or reject the referral and the status is displayed on their homepage.

Note: If the referral is rejected, you are notified, and the status of the referral is “Rejected” in the system. See Accepting or Rejecting a Complaint Referral for more information.

Need More Help?

Agency users, please visit the Secure Portal for phone and email contacts.
Company users should call the Call Center at 1-800-269-6189. Agency users should not call this number.