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 education contexts, clients can refer to students. In health contexts, clients refers to patients, and in housing contexts, clients refers to residents or tenants.

A complaint tracking system is a way that clients can 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, and 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 in conjunction with Complaints Ratio (PI5216) and Number of Complaints Registered (PI2197).

In education 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: https://www.stopbullying.gov/prevention/at-school/rules/index.html.