Section 2 Agreeing the Best Practice Good Practice Sub-standard Mark / N/A Comments Complaint 1 2 3 2.1 Consent Appropriate consent Appropriate consent Consent not obtained obtained and clearly obtained and recorded or inadequately recorded (easily in the file. recorded identified) in the file before any confidential information is shared 2.2 Jurisdiction Any limitation on the Limitations on issues Limitations on issues issues that can be that can be considered that can be considered considered clearly identified and not identified and/or identified and explained to the not explained to the explained to the complainant. complainant. complainant at the Any alternative process Alternative routes not earliest opportunity clearly signposted signposted and any alternative process clearly signposted 2.3 Timebar Time bar issues Possible time bar issues No consideration given identified and evidence identified and noted (to to a possible/ actual of consideration given complainant as time bar issue on file. A detailed appropriate) explanation and details of any right of appeal have been given to the complainant 2.4 Outcomes Complainant asked for Complainant’s desired No discussion of or Identified outcomes being sought. outcomes noted and/ reference to achievable Expectations managed or requested outcomes appropriately and achievable outcomes discussed
Section 2 Agreeing the Complaint Best Practice 1 Good Practice 2 Sub-standard 3 Mark / N/A Comments 2.1 Consent Appropriate consent obtained and clearly recorded (easily identified) in the file before any confidential information is shared Appropriate consent obtained and recorded in the file. Consent not obtained or inadequately recorded 2.2 Jurisdiction Any limitation on the issues that can be considered clearly identified and explained to the complainant at the earliest opportunity and any alternative process clearly signposted Limitations on issues that can be considered identified and explained to the complainant. Any alternative process clearly signposted Limitations on issues that can be considered not identified and/or not explained to the complainant. Alternative routes not signposted 2.3 Timebar Time bar issues identified and evidence of consideration given on file. A detailed explanation and details of any right of appeal have been given to the complainant Possible time bar issues identified and noted (to complainant as appropriate) No consideration given to a possible/ actual time bar issue 2.4 Outcomes Identified Complainant asked for outcomes being sought. Expectations managed appropriately and achievable outcomes discussed Complainant’s desired outcomes noted and/ or requested No discussion of or reference to achievable outcomes
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