Sending an Information Request to the Company
The agency point of contact for complaints or the complaint manager assigned to the complaint can send the information requests to the company.
About this task
The Agency POC is responsible for managing the complaint from start to finish. SES automatically assigns the Agency POC role to the user who enters a complaint into the system unless the complaint is sent for preliminary review. In that case, the person conducting the preliminary review has the option to select an Agency POC for the complaint.
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.
The Company Complaints Contact is the user who received the initial notification of a new Complaint in SES and is responsible for managing the Company POC assigned to the Complaint.
Procedure
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Navigate to the complaint.
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Click Send Information Requests.
Note: The agency POC and users with the Complaint Manager role can send information requests to the subject of a complaint. -
Enter a Bulk Due
Date.
Note: All information requests are selected by default. Deselect an information request by clicking anywhere on the row. The bulk due date will be applied to all information requests that do not have a due date set. Update an individual due date by clicking on the due date link. -
Click Click here to
Validate the selected Information Requests.
Note: This step validates the due dates entered for the IRs you selected to send to the company are in the future. -
Complete the form for sending an IR.
- Commentary: Type any comments for the company.
- Upload Documents: Select documents that you want to send to the company.
- File Sharing Link: Optional. Only use this field to provide a file sharing link for responses that may require an external file sharing solution (i.e., those that exceed 1GB in size). All other responses should be submitted through the system.
- Response Notification: Choose whether to receive a notification when the company responds to the IR. If you select Yes, you can select who in addition to the Agency POC and Complaints Supervisors receives the notification.
Note: The initial set of IRs accompany the complaint when it is first sent to the company. The documents uploaded at this stage of the information request process are expected to be introductory documents that might help to explain the information request. Do not upload specific forms to be completed here. -
Enter an optional response file sharing link.
This allows the company to provide responses that may require an external file sharing solution (i.e, those that exceed 1GB in size).
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Click Send
Information Requests.
Note: If you have not previously communicated with the company about the supervisory activity (SA), this action triggers a task in SES for the company to assign a company lead for the SA.Note: The IRs added to a complaint or a supervisory activity can be sent to the company even if the company has not yet completed enrollment in SES. When you send the information requests, you can click Company User Enrollment to create a new user account or send a reminder for the company to finish enrollment. The company is not able to view the details of an IR or submit responses until company enrollment is complete.
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Click Confirm.
Note: Only when all IRs are sent to the company does the status change to Sent to Company. Sending all IRs is not required.
Note: You can send a reminder to all company participants for all outstanding information requests in the Information Request Reminders section on the Information Requests page.