Journey J08
Feedback
Raise an ordinary concern, optionally anonymously, receive a reference where safe, and request independent review without disclosure to the person complained about.
Before you start
Share a concern about service access, quality or charges. You may omit your name. For sensitive allegations, read the reporting guidance and its current availability and privacy limits before sharing details.
Who this is for: Service users; community members; partners raising non-sensitive service issues
Accountable for this step: Designated complaints owner; independent reviewer outside disputed decision; country manager for remedy but not conflicted review
This form is not active yet
Online feedback intake is not currently available. Any alternative shown must be a verified, monitored route.
The audit did not verify receipt, assignment or independent case handling. Explain how feedback will be handled only after the process is approved and operating; an email-draft link does not prove that a complaint was received.
This form has not been released yet.
Needed before this opens
- Restricted case register
- Non-identifying public reference plus separately generated secret for private retrieval; this design alone does not guarantee anonymity
- Conflicts/routing rules
- Response deadline and escalation scheduler
- Audit trail distinguishing acknowledgement, substantive response and remedy
What this step will ask for
Nothing on this page is collected. The fields below are the approved specification for when the step opens.
- feedback type
- enum; required; stage: initial. Route service matter Values: question, suggestion, service_complaint, access_or_charges, request_independent_review.
- country or service
- record_reference; optional; stage: initial. Locate relevant service without requiring it to be active
- description
- textarea; required; stage: initial. Describe issue without unnecessary personal data Maximum 3000 characters.
- desired response
- textarea; optional; stage: initial. Record requested remedy without promising outcome Maximum 800 characters.
- contact preference
- enum; required; stage: initial. Choose no reply or a contact method the visitor considers safe; no_contact does not establish anonymity. Values: no_contact, email, phone_if_safe.
- safe contact
- conditional_contact; optional; stage: initial. Required only if a contact option is chosen Maximum 254 characters.
- safe contact instructions
- text; optional; stage: initial. Avoid unsafe contact timing or channels Maximum 300 characters.
- related reference
- text; optional; stage: initial. Link review without repeating disclosure Maximum 50 characters.
- privacy notice version
- system_value; required; stage: optional_request_only_not_public_reading. Record which approved notice was displayed
Please do not include
- Mandatory name
- identity document
- precise home address
- medical detail
- sensitive allegations through ordinary CRM attachments
Draft framework wording
Draft framework wording