The Authority to Resolve and Provide Redress

Staff responsible for investigating complaints should have the authority to resolve complaints within pre-determined boundaries and should have the support of senior management to do so.

There should be clear guidelines about the level and type of redress that they are able to provide and they should feel empowered to choose the method that they feel is the most appropriate for the circumstances.

In the case of more complex complaints, investigators may require to discuss with senior management the most suitable way to resolve the complaint.