Enquiries, Complaints and Feedback

This web portal provides a way to communicate with your Distil Consultant by submitting an Enquiry, Complaint or Feedback online. In all three cases, once submitted, your Distil Consultant will follow up initially providing an update and once resolved or closed, an outcome or resolution will be provided.

To submit an enquiry, complaint or feedback, perform the following steps:

1. On the Home Page, there is an My Open Enquiries, Complaints and Feedback list view.
2. Press the + button locate in the top right hand corner of the list view.
3. An Add Enquiry, Complaint or Feedback popup window will be displayed.
4. Select the Type of communications that you wish to submit with options being Enquiry, Complaint, Feedback or Other.
5. Enter a short title for your communications.
6. Enter a description that provides more details regarding your communications.
7. If you have a file or document that supports your intended communications further, upload it.
8. Press the Submit button when you are ready to submit your communications.

The list view will now display the communication that you have just submitted. Note that the status of each communication is displayed in the list view with the two possible values being In Progress or Closed.

Your Distil Consultant will now be notified of your submitted communication and will follow up as appropriate.

For an Enquiry, the Distil Consultant will respond provide a response as an Outcome or Resolution and then close the enquiry.

For a Complaint, the Distil Consultant will respond provide an initial status update on the steps that will be taken to address your complaint. Depending on the seriousness of your complaint, there may be additional steps and actoins that need to be taken with continual status updates being provided. Once the complaint has reached a mutually agreed resolution or outcome, the Distil Consultant will be provide an final status update detailing the resolution or outcome and then close the complaint.

For Feedback, if positive the feedback will be taken onboard and the Distil Consultant will respond postively via the resolution and/or outcome field and then close the feedback.

For all forms of communications, you can view an status updates or documented resolutions and/or outcomes by selecting the communication in the list view which displays a popup window showing all the relevant details including the status update and/or resolution/outcome provided by the Distil Consultant as part of their followup.