Complaints & Incidents

Two ways to catch workplace issues early. Track informal complaints with AI assessment against the collective agreement, then escalate to a formal grievance when the facts support it, carrying all the data forward. Or log incidents as a lighter record when you just need the facts, the evidence, and a timestamped trail.

Two Canadian labour relations professionals discussing a workplace complaint over a laptop in a modern office

Complaints · from first report to resolution

Track and document

  • Complaint types

    File an individual, group, or policy complaint, and each one captures the right details for the situation.

  • Evidence

    Upload emails, memos, schedules, and other documents. PDFs are read automatically and the text is extracted.

  • Notes and activity

    Internal notes with @mentions and a timestamped log of every action taken on the case.

  • Status tracking

    Follow each complaint from open through to resolution, and reopen it if the issue comes back.

  • Filter and triage

    Filter your complaints by type, status, bargaining unit, employer, location, and filed date to see what is building.

Grounded in the actual record

Assess and escalate

  • AI analysis

    The system analyses the complaint against the collective agreement and identifies which articles and provisions are relevant.

  • Agreement linking

    Link complaints to specific collective agreement articles and provisions.

  • Contextual chat

    Ask questions like “Does this violate the scheduling provisions?” and get answers grounded in the complaint record and the applicable agreement.

  • Escalate to grievance

    When a complaint warrants formal action, escalate it with one click. Employee information, facts, evidence, notes, and agreement references all transfer automatically.

  • Full history

    The complaint stays linked to the grievance so you can trace the full history from first report to resolution.

Built for the way you actually work

More than a form to fill in

The details that make complaint handling fast. Get a case on file in seconds, keep the right people informed, and use the words your team already uses.

  • AI intake from a document

    Upload a complaint form or letter and Sertus reads it, pulling the complaint type, the complainant, and every member named in a group complaint onto the case for you to review.

  • Duplicate a similar case

    Start a new complaint from an existing one and carry its evidence and notes forward. This helps when one issue affects several members.

  • Escalate to a new or existing grievance

    Create a fresh grievance from a complaint, or search your live caseload and link it to a grievance that already exists, so related issues stay on one file.

  • Watchers and @mentions

    Follow any complaint to stay informed, and @mention a colleague in a note to bring them in. A “watching mine” view keeps your own cases in view.

  • Your terminology

    HR teams and unions each see the language they use. For HR organisations, “Escalate to Grievance” reads as “Link to Grievance” and the workflow follows suit.

See it on your own files

See How It Works

We'll walk you through complaints, incidents, and how they connect to grievance management.

Request a Demo