Reopening a Complaint
You can reopen a complaint that has been closed for up to one year. If a complaint has been closed for more than one year, you must initiate a new complaint.
About this task
Common reasons for reopening a complaint include closed in error or the consumer comes back with more information that they didn’t have initially. Another reason to reopen a complaint would be to update the complaint details.
Note: All Complaint Supervisors and Managers can reopen a complaint. See SES Agency System Roles & Consumer Complaints Roles for more information.
Procedure
- >Access the desired closed complaint.
-
Click Reopen Complaint on the Summary or
Details tab.
Results
Impacts of Reopening a Complaint
- The complaint is changed to a “Reopened” status.
- You can take action on the complaint again.
- The company is only notified that the complaint was reopened if an information request is sent after reopening the complaint.
- Reopening information is displayed in the Complaint Details
tab.
- When the complaint is closed again, the Details tab includes a
new All Closures tab.
- The document retention date is renewed based on the most recent closure date for a reopened complaint. See the SES Policies for more information.