DM3: Create and Manage Complaints

Complaint types, subtypes, and statuses help organize complaints in Community Development. This guide will walk you through creating and managing complaint types, including setting their properties, associating them with departments, and enabling them for public intake.

Who can use this feature?

System Administrators | Container Administrators

Important Note:

If you do not have Container Administrator permissions in your system, you will not be able to complete the tasks in this guide. Please contact your administrator for assistance.

Difference between Complaint Types, Subtypes, and Statuses

Before you create complaint types, it helps to know the difference between complaint types, statuses, and subtypes. Each one helps organize complaints and shows where they are in the process.

Complaint Types

Complaint types are the main groups used to sort complaints. Examples include Noise Complaint, Property Maintenance, and Animal Control.

Each complaint type can be linked to a department, intake source, or workflow. Complaint types are required when a complaint is submitted.

Complaint Subtypes

Complaint subtypes are smaller groups under a complaint type. For example, a Noise Complaint type may include subtypes like Loud Music, Construction Noise, or Vehicle Noise.

Subtypes help staff sort complaints in more detail. You can also choose which subtypes show on the public portal.

Complaint Statuses

Complaint statuses show where a complaint is in the process. Examples include Open, Under Investigation, and Closed.

Statuses help staff track a complaint from start to finish. Statuses are shared across all complaint types.

Create a New Complaint Type

Creating a new complaint type helps organize incoming complaints into clear categories. A new complaint type can be added when staff need a new option for tracking, routing, or displaying complaints in the Citizen Portal.

Note:

For a tutorial and written instructions, view Manage Complaint Types.

Manage an Existing Complaint Type

Managing a complaint type helps keep complaint options accurate for staff and community members. An existing complaint type can be updated when the name, description, or Citizen Portal visibility needs to change.

Note:

For a tutorial and written instructions, view Manage Complaint Types.

Create a New Complaint Subtype

Complaint subtypes help organize complaints into more specific options under a main complaint type. Creating subtypes can help staff review, route, and manage complaints more clearly.

Note:

For a tutorial and written instructions, view Manage Complaint Subtypes.

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