The complaints queue
Assign new complaints to GP staff, follow them, and close them with the right evidence.
Complaints opens on My GP: every open complaint in your GP, with its category, place, status, deadline and who it is assigned to. Filter by status (Open, Resolved, Closed) or tick Overdue only.
Assign a new complaint
The person gets a notification, and the citizen a WhatsApp update. You can also Start work or Mark resolved yourself, and Reassign at any time.
Statuses
| Status | Meaning | Next |
|---|---|---|
| Submitted | New; nobody has it yet. | Assign it. |
| Assigned | Given to someone. | They start work. |
| In progress | Work started. | They mark it resolved. |
| Resolved | Work done. | Closes when the evidence is there. |
| Closed | Done and recorded. | Nothing. |
Waiting for evidence
Each category says what is needed to close: nothing, a photo, a note, or a photo and a note. A resolved complaint without it shows Waiting for evidence before it closes. Ask the person who resolved it to press Add evidence.
The timeline
Every step is on the complaint's Timeline: who did what and when, including automatic steps such as a passed deadline. Add note adds a note only staff can see.