Submitting and managing complaints

Enmantle gives your agency a proper complaints process: anyone can submit one — anonymously if they choose — and directors manage it through to resolution. This guide covers both sides.

The submission page is public, so a staff member, family member, or the person served can all use it. Managing complaints is limited to directors and above.

Submit a complaint

Go to Submit a Complaint (/complaints/submit). By default the Submit anonymously box is checked — you can file without giving your name.

1. Pick a Category: Staff Conduct, Service Quality, Safety Concern, Billing Issue, Accessibility, Communication, or Other.
2. Write a Subject and a Description.
3. Optionally note When did this happen?.
4. If you want to be reached, uncheck anonymous and add your name, phone, or email — these are kept confidential.
5. Submit.

Save your tracking token

After you submit, the page shows two things: a Reference Number (like CMP-YYYY-0001) and a Tracking Token.

Save your tracking token. It's how you check on an anonymous complaint later — without it, there's no way to look your submission back up. Copy it somewhere safe before you close the page.

To check status afterward, go to /complaints/track and enter your token.

Manage complaints (directors and above)

Directors and above open Complaint Management (/dashboard/complaints). The top of the page has stat cards — Total, New, In Progress, Critical, Resolved — and you can filter the list by Status, Priority, and Category to focus on what needs attention.

Submit complaints from the public /complaints/submit page. The dashboard's own "new complaint" screen is a placeholder — always point people to the public form.

Work a complaint

Open a complaint to handle it:

1. Set the Status as you go: New, Under Review, Investigating, Resolved, or Closed.
2. Set the Priority: Low, Medium, High, or Critical.
3. Add notes as you investigate.
4. Record the resolution when you close it out.

If the complaint came in anonymously, you'll see an "Anonymous Submission" banner — a reminder that there's no submitter to contact directly.

Internal vs. visible notes

When you add a note, watch the Internal note (not visible to submitter) checkbox:

• Checked — the note stays internal, for your team only.
• Unchecked — the note is visible to the submitter when they track their complaint.

Use internal notes for your investigation, and visible notes to communicate back to whoever filed it. When you've resolved it, record the resolution and set the status accordingly.