• Clients

Operational Impact


Number of Complaints Registered (PI2197)

Number of complaints registered by clients of the reporting organization during the reporting period.
Reporting format
Unit Referenced within Metric Definition
Metric type
Metric level
Product/Service, Organization
IRIS metric citation
IRIS, 2016. Number of Complaints Registered (PI2197). v4.0.


Organizations should footnote all assumptions used.

Usage Guidance

  • This metric is intended to capture the number of unique complaints made by clients of the reporting organization. The metric assumes that the provider has a complaint tracking system as part of a redress system.
  • Organizations are encouraged to report this metric in conjunction with Complaints Ratio (PI5216) and Client Complaint Tracking System (PI9435).