Reviewing Information Request Responses for Complaints
Once a company responds to your information requests (IRs), agency complaint users can begin reviewing IR responses. Complaints supervisors and complaints managers can review an IR response from companies and decide if the response is sufficient or requires further detail.
About this task
If the IR response is satisfactory, you can mark it Quick Look Complete. This signals to others helping you work the complaint that you have looked at the response and it meets your needs.
In the case of an insufficient IR Response from a company, all users assigned a Consumer Complaints role with the Manage Complaints permission can return the response. This back-and-forth between you and the company can happen as many times as necessary until you have a response that is satisfactory.
See Managing Information Requests for Complaints for information on canceling or updating the due date of an IR.
Procedure
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Navigate to the complaint.
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Click Information
Requests.
Note: IRs that have received a response are indicated by a green check in the Status column.
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Search for the desired IR response.
Note: To search through the full list of IRs and response text, click Show Filters.
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Click the desired IR
ID.
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Choose Quick Look Complete or Send Back to
Company.
- Quick Look Complete: This signals to others helping you work the complaint that you have looked at the response and it meets your needs.
- Send Back to Company: This back-and-forth between you and the company can happen as many times as necessary until you have a response that is satisfactory.
- Optional:
Click Quick Look Complete.
Note: Click Remove Quick Look to revert the IR response to an unreviewed status.Other complaints users are informed that the IR response has been reviewed. The company is not notified about this selection.
- Optional:
Click Send Back to Company.
What to do next
If a company’s response to an IR prompts you to think of more questions to ask, you can create and send more IRs to the company.