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.

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 May 29, 2026

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

Log the feedback

Create a record and set its source: complaint, audit finding, learner feedback, trainer feedback or other. Attach it to the relevant entity — training, session or document.

Open a corrective action

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

The owner and reporter get an email notification on assignment and on every status change.

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.

Where do records come from?

A record can come from a direct complaint, from an abandonment turned into an action, or from a satisfaction survey with a low score. The traceability is the same in every case.

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.