Sending Reminders for Information Requests

You can send a reminder to the company for any information requests that have not been responded to. This reminder sends a notification to the Subject POC for the company. If the complaint does not have a Subject POC assigned, then the Complaints Contact receives the email notification.

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

  1. Navigate to the complaint.
    The list of all open complaints
  2. Click Information Requests.
    Click information requests to view the IRs for this complaint
  3. Click the Send Reminder icon for any item in the "Sent to Company" status.
    The Send Reminder icon
  4. Click Send Reminder on the confirmation screen.
    The system records the date and time the reminder was sent. Click +Show Reminder History to see it.
    The Show Reminder History will display the date and time that reminders were sent.