Adding Information Request Responses

How to add an information request response to a consumer complaint.

About this task

Note: Users assigned a Consumer Complaints role can draft IR responses, but only the Company POC can send IR responses to the agency. See Managing Company User Accounts and Assigning and Reassigning the Company POC for more information.

The Complaints Company POC is the individual responsible for sending complaint IR responses to the agency. This person can also review and update responses drafted by other complaints users.

Figure 1. Video: Responding to Complaint Information Requests

Procedure

  1. Log in to SES.
  2. Click Manage Complaints.
    Manage Complaints button
  3. Click the Complaint ID hyperlink.
    Complaint ID hyperlink in the All Open Complaints list
  4. Click Information Requests.
    Information Requests button
  5. Click Add IR Responses.
    Add IR Responses button
  6. Select the desired IR.
  7. Click Add Response.
    Add Response button
  8. Provide a response and select whether to restrict view from other company participants and provide any internal comments.
  9. Upload any necessary documents.
    Note: See Uploading Documents for details on uploading documents.
  10. Select the appropriate Available Next Action.
    • To save the response in progress and make additional updates later, select Save draft.
    • To proceed with sending the response for review, select Send to Company POC.
    Note: Company complaint participants, other than the Company POC, must send the drafted response for review. Once an IR is sent for review, it is removed from the list of IRs.
    The following actions are available to the Company POC