Complaint Resolution Report

About this template

When to use it

A one-page report on how a single complaint was handled, written to go up the line. It works for a public body handling civil petitions under Korea’s complaint-handling legislation and for a company handling a customer grievance. Four questions have to be answered: what was asked for, what the facts turned out to be, how it was decided, and how the person was told.

What is in the file

• The label “Complaint resolution results” above the title, then one gray line: “Complete it in order, from The complaint as filed through Notice of appeal rights.”
• A four-cell header table — Case No. · Received at · Handling dept. / Owner · Due date — with MIN-2026-0417, “2026-04-17 10:20”, “Customer Support Team, Han ○○” and 2026-05-01.
• Three numbered items: 1. The complaint as filed / 2. Fact-finding and review / 3. Outcome and notification.
• A Key metrics table: Due date 14 days · Time actually taken 6 days · Contacts with complainant 2 · Preventive actions 1.
• A Confirmation and approval table with three boxes — Owner, Team lead, Dept. head.

Filling order

1. Record Received at to the minute. The sample reads 2026-04-17 10:20 because that is where the clock on the deadline starts.
2. 1. The complaint as filed — carry the complainant’s own wording across. The commonest failure is a request that quietly changes shape while being summarized. Mark here whether it is a repeat complaint or a first one.
3. 2. Fact-finding and review — keep what is alleged apart from what is established. Record when the site was visited and by whom, the rules and statutory provisions applied, and what the other departments replied and when.
4. 3. Outcome and notification — state first whether it was accepted, partly accepted or refused. If refused, the provision relied on is not optional. How the notice was given, and when, belongs here too.
5. Replace the four Key metrics cells. Time actually taken runs from Received at to the moment of notification.
6. Route the approval table Owner, then Team lead, then Dept. head.

Check your own deadline

• The 14 days in the sample is only a default. A public body works to Korea’s civil petition legislation and its enforcement decree, which set different handling periods for different categories of petition, and individual statutes often set their own for statutory petitions.
• A company writes whatever its customer-service rules or standard terms specify.
• Where the deadline has to be extended, put the reason and the date the extension was notified into item 2. A deadline passed without notice becomes the subject of the next complaint by itself.

Personal data and retention

• Record only as much of the complainant’s contact details and address as the handling needs. Where the report circulates, everything beyond the name is safer left in the intake register.
• Mask other people and vehicle plates in site photographs before attaching them.
• Retention follows your organization’s records classification. Keep the report, the notification and the supporting replies together as one bundle.

Handling repeat complaints

Item 1 has a place to mark a repeat for a reason. Where the same person files the same thing again, item 2 has to say what changed since the earlier decision. Where the same cause arrives from several different people, it is not a complaint but a defect in the process, and it belongs on the prevention side rather than in item 3.

Common mistakes

• Refusing without citing the provision. A notification carrying only a conclusion mostly comes back as a fresh complaint.
• Notifying by telephone and keeping no record. With no method and no timestamp you cannot show the matter was handled.
• Not explaining how to appeal. Telling someone where to go if they disagree is part of handling the complaint, not an extra.
• Leaving Preventive actions at zero while the same cause keeps recurring. A last metric cell that stays empty is a sign the handling process itself needs looking at.
• Reading this page as legal advice. It is not. Which statutory deadline and which appeal route apply depends on the category of petition and the governing Korean statute; check with your legal team or the competent authority.