Choose three (3) of the five (5) answer options

• Accept ownership of the complaint and the steps that follow
• Thank the person for making the complaint
• Insist they put the complaint in writing
• Promise you will resolve the complaint in their favour
• Withhold judgement until the complaint has been made in full

• Every time they make a complaint
• When they are willing to do so
• Complaints should never be recorded in writing
• When they are asked to do so

• Listen
• Act
• Judge
• All of these answers are correct

• Publicly disclosing all records of the complaint and its investigation
• Allowing the complainant and respondent to be accompanied or assisted by a third party if desired
• Ensuring a complainant or respondent is not victimized or discriminated against
• Specifying reasonable timelines for responses to each stage of the process