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).
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.
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.