Data Management and Reporting
Building a Complaints Tracking System From Zero to 130 Annual Allegations
The office had managed complaints since 2021 without any system or corporate tool to track how many were received or how they were resolved. In July 2023, I designed a simple tracking tool and trained staff across 7 field offices on intake standards. Reported allegations grew from 43 in 2023 to 130 in 2025, reflecting stronger intake quality rather than a decline in accountability. The tool gave leadership visibility into complaint trends for the first time.
- Allegations tracked in 2025
- 0
- Field offices trained
- 0
Allegations tracked in 2025
Field offices trained
The Context
Complaints were received and handled on an ad hoc basis with no corporate tool to track volume, handling or resolution, leaving leadership without visibility into patterns or capacity gaps.
The Challenge
Without a tracking mechanism, it was impossible to know whether complaint numbers reflected the true scale of issues or simply how consistently staff were recording them.
The Strategic Approach
How It Was Solved
Design phase
built a simple, field-usable tool to log complaints, the information required before submission and the updates to be shared with complainants post-submission.
Rollout phase
delivered training in 7 field offices, covering intake standards, required information and complainant feedback expectations.
Monitoring phase
reviewed intake data on a recurring basis to track quality and volume trends over successive years.
Measurable Results
- Reported allegations rose from 43 in 2023 to 117 in 2024, 130 in 2025 and 48 by June 2026.
- Training was delivered directly across 7 field offices.
- Intake quality improved consistently across three full reporting years.
Broader Impact
- Gave senior leadership visibility into complaint volume and handling for the first time.
- Standardised the minimum information required to open a complaint.
- Built staff confidence in receiving and escalating sensitive reports.
- Established a baseline against which future intake performance can be measured.
Rising complaint numbers are not always a bad sign. In a system with previously invisible reporting, they can mean the mechanism is finally working.
This case demonstrates how a lightweight, purpose-built tool combined with consistent field training converted an invisible process into a measurable one. The organisation now has a defensible answer to how many complaints it receives and how they are handled.
Tools Used in This Case
Microsoft Excel (Office)
used to design and maintain the complaints tracking tool.
Power BI
used to visualise complaint trends across offices and years for leadership reporting.
Microsoft Teams
used to coordinate training delivery and follow-up across 7 field offices.
Competencies Evidenced
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