Client Complaint Tracking System (PI9435)

This metric is intended to capture whether the organization has a system to receive and process complaints and other feedback from clients. In educational contexts, clients can refer to students. In health care contexts, clients refers to patients, and in housing contexts, clients refers to residents or tenants.

A complaint tracking system is a way for clients to provide feedback, ask questions, and file complaints that is broadly recognized and promoted by the organization and of which most or all clients/customers are aware. Examples, which should be footnoted, may include products that have an email address or phone number for customer feedback listed on their packaging, an organization that has a client feedback link displayed on its website, or an organization that includes a client feedback number on its invoices or contract agreements. With respect to the resolution of complaints, organizations should footnote their system for tracking how and when complaints were addressed.

Organizations should consider reporting this metric in conjunction with Complaints Ratio (PI5216) and Number of Complaints Registered (PI2197).

In educational contexts, this metric can be used to indicate whether the school or program has a system for receiving student reports about bullying and addressing those complaints. For more information on anti-bullying policies, see U.S. Department of Health and Human Services, Stopbullying.org, “How to Prevent Bullying: Set Policies & Rules” (https://www.stopbullying.gov/prevention/at-school/rules/index.html).