You'll want to follow through the +add request form
It should let you map a new request type on to an issue type, or add a new issue type (I suspect complaints are probably going to be very differently set up to other issue types, so I'd recommend adding a complaint type)
When you've got the new request/issue type pair, it should appear on the portal.
assuming the customer complaint is another request type, among others that are already existing in your portal, you can simple refer to the guide on how to introduce a new request type:
Please let us know if this helped or if you meant something else.
When you create a request type you can add it to a portal group directly.
In case you did not check the box to let Jira do this upon creation you can navigate to: Project settings >> Portal groups and by the "+Add request form" you can add the previously created Request Type.
If this does not appear there creation most probably was not done correctly.
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