Complaint Management
Indicator 31 requires a formalized complaint handling process. The Coach Pilot provides you with tools to effectively manage complaints.
Overview
Indicator 31 Requirements
- Complaint collection procedure
- Processing within defined timeframes
- Documented corrective actions
- Follow-up and closure
Access
Academy > Qualiopi > Complaints
Recording a Complaint
Information to Provide
| Field | Description |
|---|---|
| Reception date | When the complaint was received |
| Source | Email, phone, form, etc. |
| Complainant | Name and contact details |
| Type | Complaint category |
| Description | Complaint details |
| Training concerned | If applicable |
Processing
Possible Statuses
| Status | Meaning |
|---|---|
| 🔵 New | Complaint received, not processed |
| 🟡 In progress | Analysis and processing ongoing |
| 🟢 Resolved | Complaint processed and closed |
| 🔴 Escalated | Requires higher intervention |
Recommended Process
- Acknowledgement (24-48h)
- Analysis (within 5 days)
- Response (within 15 days)
- Closure
Corrective Actions
From a complaint, you can create an improvement action:
- Open the complaint
- "Actions" section
- Click "Create corrective action"