Overview
The Complaint Categories feature enables complaints to be organized into predefined or custom categories. This helps Complaint Managers quickly identify the type of issue, prioritize urgent cases, and track trends over time. It also supports compliance with the EU Whistleblowing Directive by ensuring that all complaints are clearly classified.
When and why to use it:
- Use categories to streamline complaint triage and response.
- Ensure compliance with legal and regulatory reporting requirements.
- Make it easier to analyze trends and generate accurate reports on complaints.
How to Use
- On your sidebar, go to Settings → People section → Trust Channel in Factorial
- Click New Category, enter a name, and optionally a description
- To adjust your categories, click Edit or Delete next to the desired category
- When a complainant submits a new complaint, they can select the appropriate category from a dropdown menu
- Use the categories to filter and prioritize complaints, generate reports, and ensure compliance
FAQ
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Who can create or edit complaint categories?
Only authorized administrators or Complaint Managers with the proper permissions can create, edit, or delete categories.
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Can complainants suggest a category if none fit?
Currently, complainants can only select from existing categories. Administrators can create new categories as needed.
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Are these categories mandatory for compliance?
Using categories supports compliance with the EU Whistleblowing Directive but is also a best practice for internal complaint management.
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Can categories be customized?
Yes, companies can create custom categories in addition to default categories aligned with EU guidelines.