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Handling Complaints

Members of the public can report concerns about food safety, hygiene, licensing, and more. As a manager, you review these and record what was done.

The complaints management screen Filter, open, and resolve public complaints from here.

Find complaints​

In the menu, select Complaints. You'll see all submitted complaints, with filters to narrow by status, category, or a search term.

There's also a quick statistics view so you can see volumes at a glance.

Review a complaint​

Select a complaint to open it. You'll see:

  • The type and a description of the concern.
  • The business involved.
  • Any product details (brand, batch number, expiry, etc.).
  • Photos or videos the reporter attached.
  • The reporter's contact details — unless they chose to stay anonymous.

Record the outcome​

As you investigate and resolve a complaint, update its status and record the resolution:

  1. Open the complaint.
  2. Change its status (for example, to under review or resolved).
  3. Add a resolution note describing what was done, and who handled it.
  4. Save.

This keeps a clear record of how each concern was handled.

:::note Anonymous reports If a reporter chose to stay anonymous, you won't have their contact details and can't follow up with them directly — work from the information and media they provided. :::