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It is essential to define your process, ensuring that it includes
the following elements:
- Your process must provide an opportunity for each complaint
to be considered and an opportunity for a response to be
provided for each complaint.
- Your process must provide an opportunity for all relevant
information presented by all affected parties to be considered
before reaching a decision.
- Your process must allow for a decision to be reached
in a timeframe suitable to the nature of the complaint.
- Your process must require that reasons for a decision
be provided in sufficient detail to suit the nature of the
complaint.
- Your process must give appropriate consideration to confidentiality
and privacy.
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