Before you try to use the tool let's cover some simple questions you may have.

Q - What qualifies as an Incident Review (IR) or an item that needs Quality Control Review (QCR)?

A - There is a huge list, but it includes things like: mis-served documents, poor behaviour by the process server, poor behaviour by the servee, mis-filed items, and mis-processed files. If the client feels the need to complain about it, you should likely initiate a Review.

Q - What is the difference in an IR and a QCR?

A - The beauty of this tool is you don't need to know before making a submission, you just need to know there is a problem. The simplest way to explain the difference is the IR is generally when a law, client rule, or ethical issue comes into question and a QCR is usually a question of simple human error or an internal processing issue.

Q - Where do these requests come from, like who is allowed to ask for one?

A - These things happen when someone decides something went wrong. It could be received in an email from a client, thru Intercom from a vendor, a call from the clerk of the court, or an employee notices a problem... it can be turned into a review. ANYONE can ask for them, even you.

Q - When shouldn't I ask for an IR/ QCR?

A - Something that is a simple human error that is easy to repair and does not occur frequently may not qualify. For example, a new employee who put an original affidavit in the wrong court filing bin. Something that is easy to repair but causing deeper issues may qualify. For example, a new automated process is happening and it is causing us to file items in the wrong courts or causing mis-serves. Err on the side of caution and ask for one when in doubt. After review of the file, it can be completed as unfounded.

Instructions

• Log into the Holder Web Portal.

• Select 'Incident Review' from the list available on your 'Home' screen or from the 'Tasks' list in the left side menu. If this is not on the list consult with Compliance (Gerri).

• Click 'Incident/ Quality Control Reports'.

• Type the job number in the blank and click 'Submit'.

• If no incidents are listed click 'Submit Request for IR'. If incidents are already reported for the job, you may update a 'Pending' or 'Unknown' report. If you have additional information for a 'Closed' report, consult with Compliance.

• When the job screen comes up you will need to fill out all of the information in the 'Incident Details' section on the right side of the screen.

• If you have additional information available to fill in for any of the other sections, such as 'Internal Contact' or 'Vendor Contact', you may fill those in at this time. Only Compliance, Directors, Managers, or the Client Team Lead should fill in 'Conclusion Information'.

• Once you fill in all blanks click 'Save' at the bottom right. This tool will time-out just like all other tasks. You may use the 'Save' button as often as you like to keep from timing out.

• Look for the green success banner at the top of the screen after you 'Save'. If this does not appear, check the 'Incident Details' section, you may have left a required item blank.

• Once your report is saved, it will appear in the list of jobs waiting to be worked by Compliance. You may use the same steps to add information as needed.