Scroll Top

An update to Complaints Process

The complaint eforms in EMPro (formerly called Lagan) complaint cases are changing…

Why are they changing?

All electronic forms in EMPro are being transitioned to a new form called Verint Online Form (VOF). The complaint eforms are included in this transition.

What are the benefits?

  • the two current eforms (frontline and closure) will be replaced with one form
  • much of the information captured is the same
  • you can now search for the complainant’s record in the form
  • the details of the complaint can now be better captured
  • the form is more dynamic which will reduce keying errors

What happens next?

Darren Miller, Complaint Manager, will host a series of Teams calls on the new form in early December to demonstrate the form’s new look and feel.

If you are an employee that logs/closes complaints in EMPro please email by the end of November to confirm attendance at one of the demos.

A selection of demo dates to choose from will be released early December.

Person using computer mouse

A new complaint logging guide will be created to support EMPro users when logging/closing complaints using the new form and will be published on the complaint page in Connects.

Privacy Preferences
When you visit our website, it may store information through your browser from specific services, usually in form of cookies. Here you can change your privacy preferences. Please note that blocking some types of cookies may impact your experience on our website and the services we offer.