Who can create an improvement record?

Admins and trainers, with the full form. Learners can submit feedback, but through a restricted form: the source is then 'learner feedback'.

Yes. Every status change creates a timestamped, commented event. The auditor sees a real process, not a folder rebuilt after the fact.

Can a record reference a specific document?

Yes. An improvement record can point to a specific training document. This lets you trace that feedback triggered a new document version, exactly what Qualiopi auditors look for.

What happens when a record is set to 'Won't fix'?

It is closed without a corrective action. The reason is documented in a comment. This status is valid for low-priority feedback that doesn't warrant action.

Handle a complaint

Log a piece of feedback, open a corrective action, assign it and follow it through to closing to feed indicators 30 and 31.

Updated on June 14, 2026 Read: 5 min

Complaint and continuous-improvement tracking happens on the Continuous improvement page. It directly feeds indicator 30 (handling complaints) and indicator 31 (continuous improvement).

Prerequisites

Admin or trainer role.

1. Log the feedback

Click New record and fill in:

Source: complaint, audit finding, learner feedback, trainer feedback, or other.
Related entity: training, session, or document.
Description of the issue.

Tip: log feedback as soon as you receive it, even if no action is needed yet. A rich history (with dates) is stronger evidence for auditors than a sparse summary created at audit time.

2. Open a corrective action

Describe the corrective action to carry out.
Assign an owner (admin or trainer).
Set a criticality: low, medium, or high.
Set a due date.

The owner and reporter receive email notifications on assignment and on every status change.

3. Follow it to closing

The record follows a clear cycle:

open → in progress → in review → resolved → closed

A record can also be set to won’t fix when no action is required. All members can comment; only admins change the status, owner or criticality.

Important: Qualiopi requires evidence that complaints are handled within a defined timeframe. Set due dates systematically and monitor overdue records from the dashboard.

4. Where do records come from?

A record can originate from:

A direct complaint (created manually)
An abandonment turned into an action
A satisfaction survey with a low score

The traceability is the same in every case.

What’s next?

Continuous improvement plan : view and track all open actions.
Track abandonments : log and analyze drop-outs.

Frequently asked questions

Who can create an improvement record?: Admins and trainers, with the full form. Learners can submit feedback, but through a restricted form: the source is then 'learner feedback'.
Is the history kept?: Yes. Every status change creates a timestamped, commented event. The auditor sees a real process, not a folder rebuilt after the fact.
Can a record reference a specific document?: Yes. An improvement record can point to a specific training document. This lets you trace that feedback triggered a new document version, exactly what Qualiopi auditors look for.
What happens when a record is set to 'Won't fix'?: It is closed without a corrective action. The reason is documented in a comment. This status is valid for low-priority feedback that doesn't warrant action.