SES Complaint e-Book

The closure process is straight forward. • Closure reasons include

Closed with explanation

o

Closed with monetary relief

o

Closed with non-monetary relief

o

Duplicate

o

Invalid

o

o Referred to Investigation (at your agency)

o Referred to other State Agency (used when the receiving agency does not have users in the complaints system and therefore the referral process cannot be used in SES) • If the referral options are selected at closure, the referral to the appropriate agency must be communicated outside of SES so that a new complaint can be started by the agency, if applicable. The goal with providing these options at closure is to enable the agency to track all complaints they have processed. • At this time, aclosed complaint cannot be reopened by the agency. If new details surrounding the complaint resurface, a new complaint can be created to document these updates. Like most areas of the complaint system, all complaints users can process a complaint, including closing or referring a complaint as well as accepting or rejecting an incoming referral. You are encouraged to discuss protocols and coordinate with your complaint users to ensure work is not duplicated.

Need more help? Contact the SES Call Center 1-800-699-0911.

Updated: 6/19/2020