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).

A complaint can only be referred to your agency prior to information requests being sent to the company or prior to closing the complaint if no information request is sent. Your agency can review the referral and choose to either accept or reject it.

Note: All Complaint Supervisors and Managers can refer a complaint to another agency. See SES Agency System Roles & Consumer Complaints Roles for more information.
Note: All Complaint Supervisors and Managers can accept or reject a complaint referral. See SES Agency System Roles & Consumer Complaints Roles for more information.
Figure 1. Video: Referring a Complaint to Another Agency