Complaints Dashboard

The Complaints Dashboard is the register of every complaint and appeal your institution is handling — the home screen for ATIP and privacy coordinators. It opens on the Complaints tab.

The Register at a Glance

Each row shows the complaint's kind — tagged (Complaint) or (Appeal), driven by the complaint type chosen at intake — alongside its statutory clock and status. The clock columns track the dates that matter for the kind of complaint: the representation due date (and, once submitted, the finding and closed dates) for regulator-investigation complaints, plus the direct-lane clocks — acknowledged on, response due, response sent — for direct-to-institution complaints. A complaint whose acknowledgement or response has slipped past its deadline shows a red response-due column, and a "Action due (direct)" stat card surfaces the same complaints as a one-click filter.

Stat cards across the top summarize the register by stage and clock health — for example how many complaints are Active, In Review, or Submitted, and how many need action — using the same click-to-filter, click-again-to-clear pattern as the Requests Dashboard's summary cards.

Column Menus

Every column heading opens a menu. Click the heading, or move to it with the keyboard and press Enter, Space or Alt+Down:

• Sort ascending / Sort descending — the ticked item is the current sort.
• Group by — offered on the columns the grid can group by (status, type, assignee and similar, and any custom field). Choose it again to remove the grouping.
• Move left / Move right and Wider / Narrower — the same as dragging the heading or its edge, for keyboard and single-pointer use.
• Hide column — bring it back from View options → Columns. The last visible column cannot be hidden.

Esc closes the menu and returns you to the heading. Clicking a heading opens this menu instead of sorting straight away.

Filters

The filter button sits next to the search box. Its icon turns solid while any filter is set, even with the panel closed, and its tooltip names the filters in force. The panel is one compact row of drop-downs that wraps on a narrow screen. Assigned to has your name (me) as its first option, which always means whoever is looking, so a shared view with me in it shows each colleague their own complaints; Clear filters at the end of the row resets them all. View options → New view saves the filters together with the columns, sort and grouping. Filters only narrow what you are already allowed to see. An empty register shows no search or filters, and tells people who can register complaints to register one.

Export View (CSV)

View options → Export view (CSV) downloads what the grid shows you, as you see it: the rows in its order (your search, filters, card selection, sort and grouping all apply) and the visible columns, with headings in your language. The file is named after the register, the view and the date, opens correctly in Excel, and cannot run as a spreadsheet formula. The export holds only what you can already see. A large register loads its newest 200 matching complaints at a time, and the export holds the same rows — narrow the search or filters to export the rest. Each export is recorded in the audit ledger.

Selecting Several and Reassigning

If you may manage complaints, View options → Select multiple complaints adds a checkbox to every row, with Select all in the heading. Tick rows (or press Space on a focused row), then use Reassign in the bar above the grid. Choose Reassign to — any active AccessPoint user; the role changed is Assigned to. AccessPoint checks every selected complaint and lists the ones it will skip, and why — chiefly complaints the person cannot open, complaints already assigned to them, closed complaints, and complaints you may not change. Add an optional Reason, kept in each complaint's activity record, and click Reassign. The new assignee receives the usual Complaint work assigned notice. At most 200 complaints can be reassigned at once. This permanently changes who holds the complaint — to have a colleague cover while you are away, use Delegations instead.

Switching the Tab Off

An organization that does not handle complaints can switch the tab off under Settings → Features → Complaints tab. The tab and its reports then disappear for everyone, but a link or notice that points at a complaint still opens it. Regulator reviews of your practices are complaints too; they stay on the Audits board rather than on this tab.

Registering a Complaint or Appeal

The Register complaint button is a split button. Its Register from email… option opens the same mailbox picker as the request "New from email" flow: pick the complaint email from your own or an intake mailbox and the form is pre-seeded — title from the subject, summary from the body, complainant from the sender, received date — with the email logged as the complaint's first inbound correspondence.

Complaints can also arrive through the public portal; they wait in the Portal Inbox until someone registers them (see Creating Complaints).

See Creating Complaints for the full intake walkthrough, including the complaint-type kind, intake origin, admissibility hint, and allegations.

Shared Dashboard Mechanics

Search, saved views and the summary cards work exactly as they do on the Requests dashboard — see Requests Dashboard for the mechanics and Dashboard Views for saving, sharing, and switching between filtered slices of the register.

Next Steps

Click any row to open the full Complaint Details panel, where you work the complaint through its statutory clock, investigation, representations, and closure.