LEARNING OUTCOME

On completion of this topic, the learner should be able to:

1. Describe what should be included in a response
   to a complainant
2. Explain what should be included in a response
   where an investigation is not followed through
3. List potential remedies to a complaint
4. Explain the actions to be taken where a
   complaint is upheld
5. Describe what an internal review should entail
6. Explain the options available to a complainant
   should a complaint be rejected