7. Assigning Reports
A club may request to have a report assigned to a different organisation in the hierarchy if, according to the Complaints Policy, the Club cannot hear the matter for any reason; including conflicts of interest, the nature of the complaint, or in the case of appeals.
To assign the report, the Complaint Manager can go to the Assign Report tab and choose one of the following options:
Assign (escalate) the report to your parent organisation, such as your Branch where you are a club Complaint Manager, or State if you are a Branch Complaint Manager or your Club does not belong to a Branch, and so on, or:
Assign the report to a specific organisation, where available.
In most cases, and for club Complaint Managers, you will be escalating the report to its immediate parent branch or state.
7.1 Assign a Report to Parent Organisation
Open the report and switch to the Assign Report tab (blue). From here, first check the report isn’t already assigned or awaiting assignment to the required organisation and if not, choose the “Assign Report to Branch/State” option and click the “Send Request” button:
If the request is successful, the report will be updated to show the assignment request status:
The following steps are handled by one of the Complaint Managers in the organisation that will receive an email notification. They must accept the assignment before the report will be re-assigned:
Once they click the link (or copy and paste it into a web browser), a page like this will be displayed and they can choose to accept or deny the request:
If the user accepts the request, the report will now show as being assigned to the new organisation (the club CM will also see this when viewing the report):
If the request is denied by the organisation who has been assigned the request (they click ‘No”), the report will revert back to the original assignee and show as a declined assign request in the report’s Assign Report tab:
NOTE: If you wish to view the report before making a decision to accept or reject, you will need to copy the report reference and search for it. Alternatively, any reports that you have permissions to view will be listed in the Assigned Reports page.
7.2 Assign a Report to a Specific Organisation
If you are a Complaint Manager for multiple organisations, or have Branch or State level access, you may be able to change the assignment of the report to one of the other organisations.
On the Assign Report tab, select the club or branch from the Organisation dropdown and click the Assign” button:
The report will be immediately assigned to that organisation and does not require approval by the organisation’s Complaint Managers: