Not all complaints are created equal. Some complaints are more serious than others and require a more formal response. In your organization, you might call them escalations, urgent complaints, formals, or something else. In Dart, we call them Hot Complaints.
To find hot complaints in a report format that you can export to Excel, go to the Hot Complaints page. Find it by going to the Hamburgerà Complaints àHot Complaints à Hot Complaints. Learn more about it here. (Insert link on the word “here”.)
The Hot Complaints Verification page provides a queue for you to enter responses to hot complaints (escalated complaints). You can also monitor the status of hot complaints here. You can:
•Respond/resolve hot complaints
•Print hot complaint reports for your carriers
•Monitor activity in progress
At the top right of the page are two buttons titled “Resolutions” and “Filter”. These provide the ability to adjust your view.
With the Filter tab, you can do the filter and sort the hot complaints you see in the following ways. In every case, shape your query with the various buttons and check boxes in the list below. Then, run your query by clicking on one of the buttons at the bottom of the Filter panel:
1. Get Selected Dates (gets the complaints that match your filters for the dates you chose).
2. Get All (gets all complaints that match your filters).
Filters:
•Products: choose one or more specific products by checking the ones you want to see.
o To check or uncheck all products, use the “Select All” checkbox at the top
•Dates: to see hot complaints from a specific date, use the Date picker.
o The dates that are selected will be highlighted in this yellow gold color.
o By default, this calendar displays the past week.
o Click on other dates to add to the selection.
o To get rid of dates already selected, click on them and they will turn white.
•Resolution Status allows you to filter your view to resolved hot complaints, unresolved hot complaints, or both.
o By default, Dart shows you Unresolved complaints because most users go to the page to work on unresolved complaints.
o If you resolve a complaint, it will disappear from the unresolved view immediately. If you want to see your resolved complaints, be sure to click on the filter button and click on “Resolved”.
•
The Resolution Deadlines filter lets you
choose the most urgent responses so that you can work on them first.
o Check the box “Due Today” to see any complaints that require a response today.
o Check the box “Past Due” to see complaints where the response is late.
o Uncheck both boxes and you will see complaints that will not be due until 2 to 7 days in the future.
Also on the Filter Pane, you will find some Sorting Functions:
•Resolution Status allows you to sort by:
o The next delivery day for each hot complaint subscriber.
§ Some subscribers become a hot complaint when there is no delivery the next day. Use this feature to sort to the subscribers that receive their next delivery sooner so that you can plan your verification calls and visual checks.
o The delivery days for each hot complaint subscriber.
•The sorting drop-down list allows you to sort your hot complaint verification list by:
o Date – starting at the oldest complaint or at the newest
o Address – by street address
o Route
o Resolution status – DSP Informed is the lowest status and Visually Verified is the highest
o Repeat complaint value – subscribers with more repeat complaints might deserve more attention or higher priority. Sort from high to low to see those high-repeat subscribers at the top of the list.
How to resolve (close) a hot complaint:
1.
Click on the + sign in the Resolution Status column. 
A box will open
with check boxes indicating the status of the complaint:
|
Status |
What does the status mean? |
Does this close the complaint? |
|
DSP Informed |
You told the carrier about the hot complaint by giving them their mail where the complaint is displayed. Or…may you had a conversation with the carrier. Either way, he/she is informed. |
No |
|
DSP Confirmed |
The carrier told you he/she understands and will fix the problem. |
No |
|
No Further Action Required |
There is no further action required. This is typically if the subscriber has stopped their service – temporarily (vacation stop) or permanently. If the subscriber has stopped, it is impossible to verify the problem is fixed. This status option removes the complaint from the queue. |
No |
|
Visual Verification |
Your or other staff members followed up at the address and saw that the carrier solved the problem. |
Yes |
|
Subscriber Confirms |
You or other staff members called the subscriber who confirmed that the problem was fixed. |
Yes |
2. Check one or more status boxes that apply for that complaint.
3. Click on the Save box. (If you need to come back to update the complaint later, you simply repeat steps 1-3 here.)
4. You can add a comment/note by clicking on the + sign in the Staff Comment column. Add your comment and click on the “Yes” box. (Note: these comments are visible only to you and your staff. The comments are not visible to carriers or to users of the publisher portal.)
Resolution Window:
Use the resolution window to Resolve or Dispose complaints when such actions are useful. For example:
•If your organization stops delivering a publication, you can clean out the complaints from that publisher quickly with the Mark Checked Disposed button.
•Or, you might have bad weather event that dramatically increases the number of hot complaints. Use the Mark Checked Resolved button to mark the weather-oriented complaints with a No Further Action status, if you need to quickly remove a surge of complaints from the queue.
To use these functions:
1. Check the boxes on the left side (first column) each complaint that you want included in this process.
2. Click on the Resolution button at upper right (it’s next to the Filter button).
3. A window will appear to the left – similar to the Filter window.
4. Click on Mark Checked Resolved or Mark Checked Disposed as needed.
Dart Mobile and Hot Complaints:
Carriers and staff can respond to Hot Complaints on Dart Mobile by clicking the Verify button on a Dart Mobile route book. Delivery people can enter comments, as well. This activity appears in the Distance, Address Matched, and DSP Comment columns. Distance and Address Matched give you some insight into how close the carrier/staff member was to the address when verifying.
Map Feature
To see Google Maps views of a Hot Complaint address, click on the View link in the Map column. This link takes you to Google Maps and gives you map or street view of the address. This can be useful in a number of ways.