Complaint Handling

Manage Issues and Complaints through Time-critical Tasks

Grand Avenue’s Complaint Handling module helps capture, track and manage product or service issues and complaints.   
Prioritize, investigate, report, code, and trend issues and complaints.


Search and Chart features in Grand Avenue help visualize and detect trends on issues and complaints.

Commonly viewed charts may be saved for rapid future access. Information may also be exported to Excel or analyzed in external analytical tools such as Power BI.


Important Compliant Handling decisions are summarized in a Decision Summary Table.

Summaries of important decisions provide institutional memory of what happened, what was decided, and why.

Complaint Handling from Grand Avenue

Out-of-the-box Functionality

  • Web-based submission of Issues.
  • Automated links between Issues, CAPAs and Complaints.
  • Review of Issues to determine proper disposition: CAPA, complaint, log as an Issue.
  • Flexible investigation workflow with activity log of research, evidence and data.
  • Tracking of reporting tasks and timelines.
  • Site defined coding fields for Issues and Complaints.
  • Charts, reports and trends created based upon system data fields and customer coding fields.
  • Workflow-driven due dates and reminders based upon the overall schedule.
  • Flexible search of Complaints and Issues.
  • Integrated storage of Issues, Complaints, documents, evidence, results, findings, and reports.