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Feedback & Complaints Overview

Overview

Astalty's Feedback & Complaints functionality, built on the existing Forms feature (more on this here), provides a centralised register for capturing, tracking, and resolving feedback and complaints from participants, families, advocates, and staff. Submissions made against a Feedback form will automatically appear in the Feedback & Complaints register within Astalty.

The Feedback & Complaints register is separated into two tabs:

  • Feedback – for general feedback, compliments, and suggestions.

  • Complaints – for formal complaints that require investigation and resolution.

How to Create a Feedback & Complaints Form

Creating a Feedback & Complaints form is very similar to how you would create any form within Astalty. The Astalty forms functionality includes a Feedback & Complaints Form template. Currently this is the only way to create a feedback form that links to the Feedback & Complaints register. To learn more about creating a form, click here for the user guide article.

When using the template, the form will come pre-built with the following sections:

  • Type of Feedback – whether the submission is feedback or a complaint.

  • Sentiment – how the submitter would describe their experience (Positive, Neutral, or Negative). This field only appears when ‘Feedback’ is selected as the type.

  • About You – contact details of the person submitting (these fields are optional to allow anonymous submissions).

  • Service Experience – satisfaction and service quality ratings.

  • Your Feedback – details of the experience, who it relates to, and what outcome the submitter is hoping for.

  • Background – whether the matter has been raised before or reported to another organisation.

  • Acknowledgement – confirmation that the information provided is accurate.

Embedding a Form on a Website

You can embed a published Feedback & Complaints form on your website. To do this, from within the form builder of the published form, select the Actions button and then Embed Form.

You will then have the option to embed your form via the EMBED option or the IFRAME option.

Once you embed a form on your website, any submissions against this embedded form will automatically record within your Astalty account. If this form is a Feedback form, you will be able to record any follow-up from within the Feedback menu item. You can find out more about this process in our user guide article here.