Triaging Complaints

Purpose

Complaint Owner review new Complaints to confirm the required information, determine the appropriate path, and decide whether the Complaint should proceed to investigation.

Prerequisites

Installation Package: CQ Core

Product: QualityQuest

Function: CQ Complaint Triage

User Profile: Standard User

Permissions: CQ Base User PSG, CQ Complaint Owner PSG

Configurations: Complaint Steps

Steps

1. From the Complaint record, in Next Best Actions, select Complete Triage.

2. Review the default Complaint Steps, which include:

   • Decision Trees

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

   • Investigation

   • Product History Review (PHR)

   • Request Samples

3. Delete steps you do not need.

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

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

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 completes triage becomes the Owner of the Complaint.

• A Completing Triage activity is logged in Complaint Record Activities under the History tab.

Additional Resources

ComplianceQuest

• Initiating Complaints