Ombudsman offices · Complaints bodies · Agencies
Complainants send evidence in, agencies respond, every step on file.
Complaints bodies take evidence through a secure link, share what an agency needs to respond, and use status tags to show where each complaint is up to.
- Complainant evidence
- Through a secure link, with no account.
- Agency responses
- Uploaded to the complaint's folder.
- Complaint stage
- Status tags on each file.
- Proof
- Every view and upload recorded.
Why complaint files get messy
A complaint brings together the complainant, the body handling it and the agency complained about, each sending documents at different times.
Today
- Evidence arrives by email and post
- Agencies sent copies as attachments
- Hard to see what's still outstanding
- Personal information in many inboxes
With DekkoCORE
- Evidence through one secure link
- Agencies respond into the complaint's folder
- Status tags on the files themselves
- Access limited to the people on the complaint
How it works in DekkoCORE
One complaint, from the complainant's evidence to the agency's response.
Step 1
Take the evidence
Give the complainant a submission link. They upload documents and a statement with no account.
- Submission link
Step 2
File it under the complaint
Keep each complaint in its own folder.
- Hub folders
Step 3
Ask the agency to respond
Share what the agency needs, and give its officers Download + Upload to add their response.
- Download + Upload
Step 4
Track the stage
Status tags such as Review show where each document is up to.
- Status tags
Step 5
Keep the record
Every view, download and upload is recorded, and the audit log exports as CSV.
- Audit log
Who gets what access
A typical complaint. You can change or remove anyone's access at any time.
Complaints officers
Full permissions
Handle the complaint and decide who sees what.
Agency complained about
Download + Upload
Responds with its own documents.
Complainant
Submission link
Sends evidence, and sees nothing else.
Other agencies
Not shared
Never see the complaint.
The bars show a permission level, from Listing only (one bar) to Full permissions (seven).
Questions
Do complainants need an account?
No. The submission link works from any phone or computer, with no account or app.
Can the agency see everything the complainant sent?
Only what you share with it. Access is set per folder and per file.
Is a complainant's submission anonymous?
No. A submission link records the sender's IP address and approximate location, which your officers can see.
Can one link be used for one complaint only?
Give each complaint its own folder and submission link, and disable the link once the evidence is in. Anyone the link is forwarded to can use it while it's on.
Does this replace our complaints system?
No. DekkoCORE holds and shares the documents, alongside the case system you already use.
Handling complaints about agencies?
Tell us how evidence and responses move today. We'll show you the same complaint in DekkoCORE.