Home
Consumer Complaints
Recording and resolving consumer complaints against companies.
SES Consumer Complaints Resources for Agencies
Managing and processing consumer complaints in SES.
Managing Consumer Complaints
This section explains how to view and access complaints, make referrals, and assign an agency point of contact for complaints
Requesting Access to a Complaint
As an agency complaints user in SES, you have access to view basic information about complaints across all agencies. You can also request access to view the full details of another agency’s complaint.

Consumer Complaints
Recording and resolving consumer complaints against companies.
- SES Consumer Complaints Resources for Agencies
  Managing and processing consumer complaints in SES.
  - Managing Consumer Complaints
    This section explains how to view and access complaints, make referrals, and assign an agency point of contact for complaints
    - Complaints Referrals
      As part of working a complaint, you may realize that it needs to be referred to another agency (e.g., the consumer submitted the complaint to the wrong regulatory agency).
    - Requesting Access to a Complaint
      As an agency complaints user in SES, you have access to view basic information about complaints across all agencies. You can also request access to view the full details of another agency’s complaint.
    - Accepting or Rejecting Access to a Complaint from the Homepage Widget
      Other agencies can request to view the full details of a complaint owned by your agency. When your agency receives a request to view a complaint, all complaint supervisors at your agency will be notified via email.
    - Accepting or Rejecting Access to a Complaint Using the Access Request Report
      Other agencies can request to view the full details of a complaint owned by your agency. When your agency receives a request to view a complaint, all complaint supervisors at your agency will be notified via email.
    - Removing Agency Access from a Complaint Record
      After granting another agency access to view the details of a complaint, users assigned the Complaints Supervisor role can remove the access, at any time.
    - Removing Agency Access from the Access Request Report Page
      After granting another agency access to view the details of a complaint, users assigned the Complaints Supervisor role can remove the access, at any time.
    - Viewing Complaints on a Company’s Record
      There is a wealth of information available on each company record or company profile in SES. You can view a company record by performing a simple search.
    - Viewing All SES Consumer Complaints
      You can also see all consumer complaints that are managed using SES.
    - SES Consumer Complaints Intake Form
      The data collected on the State Examination System (SES) Consumer Complaint Intake Form was determined by the SES Consumer Complaints Working Group, made up of seventeen state agencies. The five sections of the form are represented below for your reference and consideration.
  - Processing Consumer Complaints
    This section explains how-to initiate a complaint and conduct the investigation, including entering and reviewing the complaint, managing information requests, adding research and alleged violations, and closing the complaint.
- SES Consumer Complaints Resources for Companies
  Responding to consumer complaints related inquiries.
- SES Consumer Complaints Reports
  SES has several reports that allow you to view the status and work activity for consumer complaints.

Requesting Access to a Complaint

As an agency complaints user in SES, you have access to view basic information about complaints across all agencies. You can also request access to view the full details of another agency’s complaint.

About this task

Note: Any user at your agency can request access to another agency's complaint. The only exception is users that only hold a supervisory activity role in SES; they cannot request access to another agency's complaint. The access request feature is not available for complaints that are in a pending referral status. See SES Agency System Roles & Consumer Complaints Roles for more information.

Procedure

Log in to SES.
Click Manage Complaints.
Click Complaints in the top menu bar.
Click All Complaints.
Click the Complaint ID hyperlink.
Click Request Access.
Enter any relevant comments.
Click Request Access.

Results

All Complaint Supervisors at the agency from which access was requested receive a notification to accept or reject the access request and the status is displayed on their homepage.

List of Access and Referral Requests on the agency's homepage

You can see the status of your request on the View Access page of the complaint record. You can see the status of all other access requests in the Request History area of the Access Report page.

View Access button on the Complaint Record

You are notified when the agency grants or rejects access to the complaint.

Need More Help?

Agency users, please visit the Secure Portal for phone and email contacts.
Company users should call the Call Center at 1-800-269-6189. Agency users should not call this number.