Built for trust critical environments
Complaints are signals of trust, accountability and organisational integrity.
Complaints provides a structured, end-to-end approach to managing complaints using Microsoft platforms, ensuring every matter is assessed, progressed and resolved in a way that is auditable, reliable and trusted.
What Complaints delivers for you
From submission → to assessment → to resolution
Your challenge
Complaints arrive through multiple channels, often involving sensitive information, complex circumstances and strict response obligations. Teams must assess issues fairly, manage investigations, communicate outcomes clearly and demonstrate procedural integrity at every step.
Our solution
Complaints are captured digitally, assessed through structured workflows and managed consistently from intake to resolution. Business rules, escalation paths and response timeframes are applied automatically, supported by role-based access controls and clear audit trails aligned to your operating model.
The result
Your teams gain clear visibility across complaint volumes, status and outcomes. Manual handling is reduced, accountability is strengthened, and complaints processes scale without compromising fairness, governance or trust, all within your Microsoft environment.
How Complaints works
Complaints brings together Microsoft Dynamics 365, Microsoft Power Platform and Microsoft Copilot to support structured, reliable complaint handling.
Rather than treating complaints as ad hoc issues, we design them as a governed lifecycle.
Digital intake and acknowledgement
Using Microsoft Power Pages and Microsoft Power Apps, complaints are captured through secure, accessible digital channels. Submissions are structured from the outset, ensuring completeness, accessibility and consistency.
Assessment, investigation and resolution
Complaints are written into Microsoft Dataverse and managed through Microsoft Dynamics 365. Assessment workflows, investigations, escalations and decision outcomes are applied consistently using Microsoft Power Automate, ensuring traceability and adherence to policy.
Communication and transparency
Correspondence, updates and outcomes are managed within the same system, ensuring clear, consistent communication and a complete record of interactions.
Visibility and oversight
Complaint trends, response times, outcomes and risk indicators are surfaced through Microsoft Power BI, giving leaders confidence in performance and governance.
How this solution supports your services
Complaints supports organisations responsible for public trust, oversight and accountability.
- consistent and impartial complaints handling
- clear escalation and resolution pathways
- strong auditability and record keeping
- improved response times and transparency
- scalable complaints management as volumes increase
How this solution integrates with your Microsoft environment
Complaints is designed to operate as part of your broader Microsoft ecosystem.
- integration with Case Management and Customer Service
- alignment with Forms Enabled Case Management for intake
- governance, identity and access controls respected by design
- flexibility to adapt as policies, legislation and expectations evolve
Proof and insight
See how organisations are strengthening trust and accountability using Microsoft platforms.
Ready to get started?
If complaints handling is central to your organisation’s accountability and trust, Complaints provides the structure, transparency and control to manage it with confidence.