Complaint Details

The complaint detail panel is the full-screen workspace where ATIP and privacy coordinators work an external challenge from registration through to a guided close. It opens on the Overview tab and carries a header with the complaint number, status chip, type, priority, key dates, and a Discussion button anchored to the complaint. Each complaint carries its own statutory clock, an investigation workspace, a representations track, and a guided closure. Editing is done section by section — click the pencil, then Save or Discard.

The Tabs

(screenshot placeholder — capture: the Overview tab with the lifecycle rail, Details and Parties sections, and the sidebar statutory-clock, status, and Next step cards)

The Lifecycle Rail

The lifecycle rail shows progress through Active → In Review → Submitted → Closed (dates surface on hover). In Review is optional — it counts as reached only when a representation sign-off review actually ran. Submitted is shown skipped for direct-to-institution complaints that never go to a regulator.

Editing the Overview

Edit the Overview one section at a time:

• Details — title, summary, intake origin, and external number. The regulator is derived from the type and stays read-only. Priority is set from the sidebar Status card. Title and summary support optional per-language translations.
• Parties — complainant name, email, and phone, and the investigator name and contact.

The Statutory Clock

The Statutory clock card in the sidebar is where you edit the Received and Notified dates. The remaining dates — representation due, representation submitted, finding, and closed — are system-derived. The card also shows elapsed days and days remaining to the representation deadline.

Next-Step Actions

The sidebar Status card shows the current status and stage. When multiple statuses share the current stage you can quick-change between them from the dropdown; cross-stage movement uses the guided Next step button, which is action-driven:

• Record representation submitted — for regulator-investigation complaints in Active or In Review. This logs a milestone event, stamps the submitted date, and auto-advances the stage to Submitted. You supply the submission date and an optional note.
• Close complaint — jumps to the Closure tab. It appears once a representation is submitted, or immediately for direct-to-institution complaints.

The sidebar also holds the Hours card, the Assigned owner picker, and cards for linked entities and reference links. Custom fields configured for complaints appear in the main column.

Investigation and Representations

• Investigation → Workstreams lets coordinators delegate evidence-gathering as custodian assignments with contributor tasks grouped underneath. Assignees work from sanitized instructions. Timeline is the chronological log of investigation events.
• Representations is the sequential review/approval engine used to obtain internal sign-off on the institution's representation before it goes to the regulator.
• Documents & evidence toggles between complaint-attached working documents, the generated complaint-report PDFs, and a read-through view of the linked request's records.

Closing a Complaint

The Closure tab is a guided experience. A readiness card surfaces advisory signals, then a single Close dialog captures the disposition (from the type's disposition vocabulary — for example well-founded, not well-founded, resolved), the finding date, and a closing reason together. Below the close action are cards for judicial review, order compliance, and the embedded outcome & orders section for complaint types that support regulator orders. A Collaborators card lets you share the closure with advisors and readers.

(screenshot placeholder — capture: the Closure tab with the readiness card, the Close dialog capturing disposition/finding date/reason, and the judicial-review and order-compliance cards)

Reopening a Closed Complaint

Once closed, the Overview tab shows a closed banner. Users with the manage permission can Reopen through a confirmation dialog that records a mandatory reason to the activity log. Every change is refetched, re-badged, and written to the Activity feed.

Privacy by Design

Staff you delegate investigation work to never see the complainant's identity. Investigation instructions are sanitized, so the PII firewall holds even while evidence-gathering is delegated.