Complaint and Resolution Management Portal

A complaint and resolution management capability will be available for agencies when they have assigned domains suffixes, product service codes, professional or government licenses or other agency owned information.

The complaint and resolution management will have the following components:

• An API which allows the market to submit issues
• A portal for businesses and citizens to view status updates of the complaint
• A module for licensed agents which gives them the capability to manage the complaint throughout the lifecycle to resolution

API

• Complaints are submitted to the API from the market, where on submission an e-mail is returned with:

  • Then agencies(s) in which the submission has been submitted to
  • A link to view the complaint and management resolution portal to view status, and updates
  • During the resolution process e-mails will be communicated to the business or citizen that submitted the complaint

Status Portal

Citizens and businesses will have the ability to login to the status portal and view updates on the progress of their complaint, and collaborate with the agencies that have been assigned.

Agency Resolution Portal

An agency resolution portal will be available for the assigned agencies and their licensed agent to manage the submission of complaints based on the legislation associated to the agency owned information, and move the complaint through resolution.