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Complaint records capture product complaints from initial intake through investigation and closure, with a controlled taxonomy for consistent trending and a linked CAPA where corrective action is required.

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Complaint Register

All complaints are listed with their type and subtype, product/lot, site, severity, status, and the date received. Filter and review the register regularly so open complaints are investigated and closed in a timely way.

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Type and subtype rollup (where enabled)

The Type / subtype breakdown panel counts the complaints received in the metrics window — the twelve UTC calendar months ending in the report month. Where your organization has the rollup enabled, subtypes are grouped under their type, and an italic Unclassified row appears under a type when complaints of that type have no valid subtype; those complaints are counted, not dropped. Select a type or subtype row to filter the complaint list to exactly the complaints behind that count: the type and subtype filters are set, the search, status and site filters are reset, and a Metrics window … · clear chip limits the list to the window so the count and the list match. Select the chip to lift the window limit while keeping the type and subtype filters. With a type selected, the Subtype filter also offers Unclassified. CSV and PDF exports from the Complaints page include the same rollup, in the same order, with Unclassified rows marked. Each export is recorded in the audit trail.
The rollup is enabled per organization. It is off by default for organizations set up before 20 September 2026 and on for organizations created after that date. Where it is off, the panel shows the flat type and subtype counts unchanged. Enabling it changes no complaint record or taxonomy entry. Ask your Elevated Signals contact to enable it.

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Controlled Taxonomy

Complaints are classified against a controlled, two-level taxonomy (type → subtype) that your organization manages on the Complaints → Taxonomy page. Using a controlled taxonomy — rather than free text — is what makes complaint trends consistent and reportable over time.

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Complaint Detail

The detail page captures the complaint source channel, product/lot and site, complainant information, severity, taxonomy classification, current status, a linked CAPA where follow-up action is needed, and a resolution summary on closure. Link a complaint to a CAPA when corrective or preventive action is required so the follow-through is tracked to completion.

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Lifecycle & Audit

Complaints move through a structured lifecycle to closure, and every create and state change is written to the tamper-evident audit trail automatically — giving you an attributable record of who did what and when.
This page describes what is built today. Complaint intake, controlled taxonomy, complaint-to-CAPA linkage, and severity/status tracking to closure are available where Complaints is enabled and your role permits them.
For the end-to-end procedure, see Log a complaint. When Complaints is enabled and your role permits the action, open Link disposition (or Raise required CAPA when prompted). Select Attach existing records, then choose the deviation or CAPA by its number and title. The pickers use records from your organization and exclude records already linked to that complaint. You do not need to paste an internal record ID. Start investigation is disabled while its request is in progress. A refusal appears with the action that failed; it is not carried into an unrelated dialog. Read the message, confirm the current record state, and correct the cause before retrying. These controls do not bypass the existing complaint, role, signature, or closure requirements. Email/web intake and automatic complaint triage remain outside this manual workflow.