S699 Maintain MEP File – Complaints /Queries

Purposes:

This screen allows MIMS users to record and maintain complaints on a MIMS file.

Prerequisites:

1. MIMS user must have applicable security authorization to view files.

The following groups have access to this panel:

· MEP Senior Management

· Program Development Agent

· Program Development Supervisor/Team Leads

· System Administrators

· All other MEP Staff (view only)

Helpful Hints:

· Once a complaint has been resolved, all of the field areas and/or drop down boxes are unusable, however the comments box is still functional.

· Initial status is automatically set to ‘Active’.

· Only one issue status (valid, invalid, undetermined) may be assigned to a single issue.

· To set the status to Resolved at least one issue must be selected.

Navigation

File è Queries

Procedure:

1. Click on the File Tab.

2. Click on the Queries Tab.

3. Enter the MEP file number into the field labeled ‘File’ and click the ‘Get’ button.

Add a New Complaint/Query

1. Under the heading ‘Add/Update Complaints/Queries’, select from the ‘Source’ drop down list.

2. Using the ‘Compliance’ drop down box, select the appropriate compliance level.

3. Enter the appropriate assignment number in the field labeled ‘Assignment Number’.

4. The status must be set to ‘Active’.

5. Enter the due date in the field labeled ‘Due Date’. (Follow format code: YYYYMMDD, and ensure that the date is set in the future within 7 days.) Where Y = Year, M = Month and D = Day.

6. Select ‘yes’ or ‘no’ in the ISO box.

7. Enter the name of the appropriate MIMS user to assign the complaint to in the field labeled ‘Assign To’.

8. Under the heading ‘Issue’, select the appropriate complaint by selecting Valid, Invalid or Undetermined depending upon the circumstance.

9. In the box labeled ‘Comments’, enter your comments regarding the specific complaint.

10. Click the ‘Save’ button.

11. The system will display the compliant in the area of ‘Current Complaints/Queries’.

Delete a Complaint/Query

1. Under the heading ‘Current Complaints/Queries’, click on the hyperlinked row number of the existing complaint.

2. Using the ‘Status’ drop down box, change the status to ‘Delete’.

3. Click the ‘Save’ button.

4. The system will generate a message stating ‘256 – Are you sure you want to delete? Click ‘OK’ to delete the complaint/query or ‘Cancel’ if you wish to keep the complaint/query.

5. Once a query/complaint has been deleted, it cannot be retrieved.

Show History

1. In order to view all previous complaints, check the box labeled ‘Show History’ and then click the ‘Apply’ button.

2. Under the heading ‘Current Complaints/Queries’, all complaints will be listed.

Update Existing Complaint/Query

1. Under the heading ‘Current Complaints/Queries’, click on the hyperlinked row number of the desired existing complaint.

2. The system will re-display the entered information in the ‘Add/Update Complaints/Queries’ area, where the MIMS user is able to change any of the options.

3. Enter your comments regarding the changes made to the complaint/query in the field labeled ‘Comments’.

4. Click the ‘Save’ button to save any changes made to the complaint/query.

5. Under the ‘Comment History’ area located at the bottom of the screen, there will be a list of comments made from previous changes to complaints/queries.

Screen Label	Description/Instructions
Current Complaints/Queries
Show History	Select this option if you wish to view all previous resolved complaints/queries.
	Click this button to display all the previous complaints/queries that have been resolved.
Row	Displays the row number of existing complaints/queries. Hyperlinked to allow changes to be made to the particular complaint/query.
Due Date	Displays the due date assigned to the complaint record. Displays in YYYY-MM-DD format, where Y = Year, M = Month and D = Day.
Source	Displays the complaint/query party.
Assign To	Displays the name of the MIMS user that the complaint/query was assigned to.
Assignment Number	Displays the assignment number associated with the compliant/query.
Status	Displays the status of the complaint.
Resolved Date	Displays the date in which a complaint was resolved. . Displays in YYYY-MM-DD format, where Y = Year, M = Month and D = Day.
Add/Update Complaints/Queries
Row	Displayed as null (empty) – the system will generate a row number after the complaint/query has been saved.
Source	Select the appropriate party that is filing the complain/query.
Due Date	Enter the due date YYYYMMDD format where Y = Year, M = Month and D = Day. Must be a future date within 7 days of today’s date.
Compliance Level	Select the appropriate compliance level in which the file is currently situated.
ISO File	Select whether the file is an ISO file or not using either YES or NO.
Assignment Number	Enter the appropriate assignment number for the complaint/query. Maximum length of 15 characters.
Assign To	Enter the MIMS user name in which the complaint was assigned to. Maximum length of 32 characters.
Status	Select the current status of the complaint.
Issues
Issue	Select the appropriate issue(s) that correspond with the particular complaint.
Valid	Once an issue has been selected, select this button if the complaint/query has been determined to be a valid complaint/query.
Invalid	Once an issue has been selected, select this button if the complaint/query has been determined to be an invalid complaint/query.
Undetermined	Once an issue has been selected, select this button if the complaint/query is an undetermined complaint/query.
Undo	Click this button to indicate that an issue has not been selected.
	Click this button to clear the ‘Issue’ area of the screen.
Comment	Enter your comments regarding the complaint/query. Maximum length of 200 characters.
Comment History
Create Date	Displays the date in which the comments (updates) were created. Displays in YYYY-MM-DD format, where Y = Year, M = Month and D = Day. The comments are displayed in descending order.
Comment Text	Displays the comments made.
Created By	Displays the MIMS user name that entered the comments (updates).
	Click this button to save entries and updates.

Possible Error Messages/System Warnings:

ID	Error Message Description	Action
269	Assignment Number is mandatory.	Ensure that the appropriate assignment number has been entered.
269	Source is mandatory.	Ensure that the appropriate complaint maker has been selected in the ‘Source’ drop down box.
269	Due Date is mandatory.	Ensure that the due date is entered (within 7 days in future, format YYYYMMDD).
269	Assign To is mandatory.	Ensure that a MIMS user has been assigned to the complaint.
752	Due Date can only be set to 7 days in the future.	Ensure that the due date is set in the future within 7 days.
753	At least one issue must be selected to set status to ‘Resolved’.	Ensure that one issue (i.e. ‘Briefing, Ombudsman follow-up letter’) has been selected.

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