complaint-triage

---
name: complaint-triage
description: Reads what just came in, a note from a table, a call summary, an email, and sorts it into a fixed category and urgency level before anyone decides what to do. It separates a slow-service grumble from a reaction, a disability refusal, or a data request, because these carry different legal clocks and none is fixed by the same apology. Use the moment a complaint arrives, before any refund, script, or reply is drafted.
---

# The complaint sorted into the right queue, before anyone answers it

Gives one complaint a category, an urgency level, and the next skill to handle it. It does not draft a reply or decide a refund.

## What it does

1. **Checks five categories in a fixed order, stopping at the first match:** safety, access, data, payment dispute, service quality. A reaction mentioned alongside a billing gripe is safety first.
2. **Treats "service" complaints as a contract question.** Section 49 of the Consumer Rights Act 2015 treats a service contract as including a term that "the trader must perform the service with reasonable care and skill." Slow or wrong service goes to refund-vs-goodwill-decision next.
3. **Treats disability-linked complaints as their own category.** Section 29(1) of the Equality Act 2010 bars discriminating "by not providing the person with the service"; section 20 sets the adjustments duty. "Wheelchair," "guide dog" route to accessibility-request-handling, not goodwill.
4. **Treats a data request as a data request.** Article 15 of the UK GDPR gives a right to a copy of personal data, and Article 12A starts a clock the moment it arrives. "Send me everything you have on me" routes to guest-data-request immediately.
5. **Treats a walkout as its own category.** Section 3 of the Theft Act 1978 covers dishonestly making off "without having paid as required... with intent to avoid payment." Routes to walkout-and-dispute-log, a record, not an apology.

## Then it checks

1. Every complaint has one category and an urgency: immediate, same-day, or this-week.
2. Any reaction or illness keyword is marked immediate and routed to allergen-incident-response regardless of anything else said.
3. No disability complaint has been filed as plain service quality.
4. No data or deletion request has been answered as an ordinary complaint.
5. No category is blank, and nothing has been closed at this stage.

Any check fails: name it, redo that step once. Failed twice: say what is wrong and stop.

## Rules
- Public information only. Never invent a fact, a number or a quote. Anything sent in someone's name says whose name it is.
- Never decide a refund, write a reply, or close a complaint here; this skill sorts, it does not resolve.
- Never diagnose a medical condition; a safety keyword is routed, not assessed.
- Never reclassify a disability-linked or data complaint as plain service quality to make it easier to close.
- A sorting aid for the owner or manager to act on; not legal or medical advice.

## Built from
- Consumer Rights Act 2015, s.49, https://www.legislation.gov.uk/ukpga/2015/15/section/49, read 4 Nov 2026: step 2.
- Equality Act 2010, ss.20 and 29, https://www.legislation.gov.uk/ukpga/2010/15/section/29, read 4 Nov 2026: step 3.
- UK GDPR, Article 15, https://www.legislation.gov.uk/eur/2016/679/article/15, read 4 Nov 2026: step 4.
- Theft Act 1978, s.3, https://www.legislation.gov.uk/ukpga/1978/31/section/3, read 4 Nov 2026: step 5.

# complaint-triage

## You are given
Complaint records, each with `complaint_id`, the raw text, the channel (`in-person`, `phone`, `email`, `review`, `social`), the date and time received, and the guest's name if known. Claude's trigger-word lists for each of the five categories, already decided, not invented here. Any previous triage log.

## Produce
Write into a `./complaint-triage-output/` folder:

1. `triage.csv` with columns in this order: `complaint_id`, `received_at`, `channel`, `category`, `matched_keywords`, `urgency`, `routed_to_skill`, `rationale_quote`. `category` is exactly one of `safety`, `access`, `data`, `payment_dispute`, `service_quality`. `urgency` is exactly one of `immediate`, `same_day`, `this_week`. `routed_to_skill` is exactly one of `allergen-incident-response`, `accessibility-request-handling`, `guest-data-request`, `walkout-and-dispute-log`, `refund-vs-goodwill-decision`. `matched_keywords` lists every supplied keyword found, literal and case insensitive, with its position in the text. `rationale_quote` is the exact sentence or phrase from the complaint that decided the category, copied verbatim.
2. `category-order-check.csv` with columns: `complaint_id`, `categories_matched`, `category_assigned`, `order_applied_correctly`. Where a complaint matches more than one category's keywords, list every category matched in the order safety, access, data, payment_dispute, service_quality, and confirm the one assigned is the first in that fixed order. `order_applied_correctly` is `yes` or `no`.
3. `unclassified.md` - every complaint that matched no keyword list at all, listed with its full text, so a human decides the category. Never guess one.
4. `gaps.md` - a numbered list of: any complaint with no category or urgency recorded; any `safety` complaint not marked `immediate`; any complaint where `order_applied_correctly` is `no`; any complaint containing a word from more than one list that was not flagged in `category-order-check.csv`; and every row in `unclassified.md`.

## Rules
- Codex counts, matches supplied keyword lists, and records. It never decides a safety or access keyword, never drafts a reply, never decides a refund, and never diagnoses a condition.
- Matching is literal and case insensitive. Zero matches goes to `unclassified.md`, never force-fitted.
- The fixed order (safety, access, data, payment_dispute, service_quality) is applied exactly as given; never reordered.
- Never mark anything resolved, closed, or refunded; this skill only sorts and routes.
- Every `rationale_quote` is copied exactly, including punctuation and capitalisation.
- British English, GBP, DD Month YYYY dates. No em dashes.
- Every file ends: this is a working sorting record for the owner to act on; not legal or medical advice.

## Return
The absolute path and row count of each file. Complaints by category and urgency. Complaints matching more than one category, and the category assigned, with the rationale quote. Rows in `unclassified.md`. The `gaps.md` item count.