Updating a Complaint

After entering a complaint, information received from the consumer or the subject may require an update to what was entered into the system when the complaint was first created.

About this task

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


  1. Navigate to the complaint.
    The list of all open complaints
  2. You can update the complaint from either the Summary or Details pages.
    You can update a complaint from the Summary or Details pages
  3. Click Update Complaint.
    Update Complaint command
  4. Make the desired updates to the Update Complaint section.
    Note: The Agency POC can be updated at any point prior to the closure of a complaint.
    Assign the complaint point of contact by selecting from this list
    Note: When updating the Agency POC, if a calendar Icon: Calendar icon appears, it means that user is actively participating on other complaints. Click the calendar icon to see the current workload for the user.
  5. Click Update Complaint.
    Update Complaint command