Complaints Management

Every Complaint, Captured as a Tracked Case
— and Resolved on Time

AnswR's AI answers every complaint call, logs it with a unique reference number, texts the customer their reference and callback window, and keeps your team on the clock until it's resolved. Built around the principles of AS/NZS 10002.

Built to Make Sure Nothing Slips

Complaints handled badly become bad reviews. AnswR captures every complaint with empathetic tone, records complaint type, urgency, vulnerability flag, and the customer’s desired outcome, assigns a reference number, and routes the case into your team’s dashboard with the right priority. The customer always hears a target callback time before the conversation ends.

Unique reference numbers

Every case gets a reference like ECO-202605001. Customers can quote it; you can track it.

Instant SMS confirmation

The caller gets a text with their reference number and your callback window the moment they hang up.

48-hour callback SLA

Every complaint starts a callback clock. AnswR escalates to you before it breaches.

Full audit timeline

Every call, note, follow-up and status change is logged against the case. Nothing slips.

Owner alerts + daily digest

An SMS the moment a complaint lands, plus a daily digest of everything still open.

Returning-caller recognition

AnswR recognises repeat callers and continues their existing case, or reopens a closed one.

Complaints Handling That Stands Up to Scrutiny

When a regulator, an insurer, or a frustrated customer asks what happened, you have the answer — logged, timestamped, and complete.

  • Unique reference number on every complaint
  • Customer notified by SMS with their reference and timeframe
  • 48-hour callback SLA, tracked and escalated
  • Complete, timestamped audit trail per case
  • Urgent and vulnerable-customer flagging
  • Owner reminders until every case is resolved

Aligned with AS/NZS 10002

The complaints-management standard

Visibility

How to complain is clear and the process is known

Accessibility

Easy to lodge a complaint, any time

Responsiveness

Acknowledged immediately, resolved on a clock

Accountability

Every case tracked, owned, and auditable

FAQ

Complaints management — common questions

Can AI handle customer complaints over the phone?
Yes. AnswR captures the complaint with appropriate empathy, records the complaint type, the customer's desired outcome, and any urgency or vulnerability flags. The case is assigned a reference number and the customer is told when they will hear back. Resolution is handled by your team.
How does AnswR handle vulnerable customers?
AnswR detects signals of vulnerability — financial hardship, health issues, age, distress — and flags the complaint as vulnerable in your queue. These cases are surfaced separately on the complaints dashboard with a target first-response time you set.
Does AnswR meet regulatory complaints-handling requirements?
AnswR captures the data points most regulated industries require: complaint type, lodgement time, vulnerability flag, desired outcome, and reference number. Industries with specific obligations (financial services, energy, telcos) can configure the capture fields to match their regulator.
Will my customers know they are speaking to an AI?
Most customers do not notice. AnswR uses regionally accurate accents — Australian, New Zealand, or Irish — and natural conversational tone. You can configure the AI to disclose that it is automated if you prefer transparency; many operators choose this and find it does not affect booking rates.
How much does an AI receptionist for small business cost?
AnswR plans start at $99 per month for 200 minutes of inbound calls. Pro at $199 covers 500 minutes plus 75 outbound appointment confirmations, suitable for businesses doing 3-5 jobs per day. Business at $399 covers 1,500 minutes and 200 confirmations for higher-volume operators. A 7-day free trial is available on every plan.
How long does AnswR take to set up?
Most businesses are live within 10-15 minutes. You connect a phone number, choose a voice that matches your region, plug in your CRM or calendar if you use one, and AnswR starts answering. There is no installation, no contracts, and the 7-day free trial requires no card details until you decide to continue.
Is AnswR compliant with Australian call-recording rules?
Yes. Recording is off by default and configurable per state. New South Wales and Victoria follow one-party-consent rules; Western Australia and Tasmania require all-party consent which AnswR handles via a brief recorded disclosure at the start of each call. The default posture is the most conservative one for each region.

Ready to Handle Complaints Properly?

Give every complaint a reference number, a deadline, and a paper trail — without lifting a finger.

AnswR Support

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