# Overview

Source: https://docs.astalty.com.au/guide/feedback-and-complaints/overview

> An overview of the Feedback and Complaints feature.

Astalty Premium - This feature is part of the Astalty Premium plan. See What Premium includes.

## Overview

Feedback & Complaints provides a central register for capturing, tracking, and resolving feedback and complaints from Participants, families, advocates, and staff. A submission from a Feedback & Complaints form automatically appears in the register. See [Introduction to Forms](https://docs.astalty.com.au/guide/forms/getting-started-with-forms) for how Astalty forms collect information.

The Feedback & Complaints register is separated into two tabs:

- **[Feedback](https://app.astalty.com.au/feedback/feedback)** - for general feedback, compliments, and suggestions.
- **[Complaints](https://app.astalty.com.au/feedback/complaints)** - for formal complaints that require investigation and resolution.

![The Feedback register with Feedback highlighted under Insights in the main menu and the Feedback and Complaints tabs highlighted. The table has a Status filter and Status, Reference, Assigned To and Submitted By columns, showing one Acknowledged entry.](https://docs.astalty.com.au/assets/feedbackpage1-guide.png)

> **Exporting feedback and complaints**
>
> You can bulk export the register as an Excel spreadsheet or PDFs for reporting and audits. See the [Feedback Export](https://docs.astalty.com.au/guide/exports/feedback-export) and [Complaints Export](https://docs.astalty.com.au/guide/exports/complaints-export).

## How to Create a Feedback & Complaints Form

Start with the **Feedback & Complaints Form** template. Only forms created from this template can send submissions to the Feedback & Complaints register. Follow [Create a Form](https://docs.astalty.com.au/guide/forms/manage-forms/create-forms) to add the template and publish the form.

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.

## Recording Feedback or a Complaint in Astalty

You can submit the Feedback form from inside the register instead of opening its external link:

1. Open the **Feedback** or **Complaints** tab.
2. Click **New Feedback** or **New Complaint**.
3. If more than one published Feedback form is available to you, select the form to complete. Astalty opens it automatically when only one is available.
4. Complete the form, including the correct **Type of Feedback** value.
5. Click **Submit**, or click **Submit and Add Another** to save the entry and clear the form for another response.

The entry appears in the register after the submission has been processed. The tab and button used to open the form do not set the entry's type; the **Type of Feedback** answer on the form determines whether it appears under Feedback or Complaints.

## 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.

Submissions to the embedded form automatically create entries in your Astalty account. See [Feedback and Complaint Follow Up](https://docs.astalty.com.au/guide/feedback-and-complaints/follow-up) to manage them.

![The Form Builder for the published Feedback & Complaints Form, with Actions highlighted and its menu open, and Embed Form highlighted below Duplicate, Download Blank Form, Copy Link and Get QR Code.](https://docs.astalty.com.au/assets/cleanshot-2026-04-22-at-17.02.16@2x.png)

## Feedback and Complaints Video Walk-Through

Video walkthrough: feedback and complaints.