What happens when a complaint's BOT clock is about to expire
The value of tracking a complaint's response clock is what happens as it runs down. Rather than let a deadline pass silently, Ustawi surfaces a complaint that is approaching its window so the case can be actioned before, not after, the clock lapses.
From on-track to approaching deadline
A logged complaint moves through visible states as its clock counts down. A case with comfortable headroom reads as on track; as the remaining time shrinks, it shifts to an approaching-deadline state so it stands out from the rest of the register. The point is to make the most urgent case the most visible one — for example a complaint showing “18h left” sits quietly, while one showing “2h left” is flagged for attention.
Why surfacing it matters
- A statutory window missed is a breach in its own right, independent of the complaint's merits.
- Surfacing the case before expiry converts a silent risk into an actionable task while there is still time to respond.
- Because the extension clock is tracked the same way, an extended deadline is escalated just as clearly as the original.
Acting on the alert
When a complaint is flagged as approaching its deadline, open it from the register, complete the response or the step it is waiting on, and record the resolution. Clearing the case inside the window is what the tracking exists to enable — the alert is the prompt to act, not a record that the deadline was already missed.
An approaching-deadline flag does not pause anything. It stays until the complaint is worked to resolution, which is why the register keeps it prominent rather than letting it fall back into the general list.