Initiating Complaints

Purpose

As a Complaint Owner, you initiate a Complaint to confirm it is ready to move forward after triage.

Prerequisites

Installation Package: CQ Core

Product: QualityQuest

Function: Complaints

User Profile: Standard User

Permissions: CQ Base User PSG, CQ Complaint Owner PSG

Configurations: Complaints Step

Steps

1. From the Complaint record, select Initiate from the Action Menu.

2. Enter any required information.

3. Review the default Complaint Steps, which include:

   • Decision Trees

   • Brazil, FDA, Health Canada, Manufacturer Incident Report (MIR), PDMA, TGA

   • Investigation

   • Product History Review (PHR)

   • Request Samples

4. Delete steps you do not need.

5. Add new steps as needed and assign all steps.

6. Enter a Comment and Password if required, and select Save.

Contact your CQ Administrator to configure which Complaint Steps appear during this stage. You can also predefine Call Center Scripts, Sample Requests, and other Generic Tasks for Complaints.

Expected Outcome

• The Complaint moves to the In Progress Stage and Open Status.

• Complaint Steps: In Step 1, move to Open Status, and each task receives a Due Date.

• The Task Assignee receives an email notification to complete the step.

• The user who initiates the Complaint becomes the Owner of the record.

• An Initiating Complaint activity is logged in Complaint Record Activities under the History tab.

Additional Resources

ComplianceQuest

• Complaints Details