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Sample letters

These sample letters will help you deliver good complaint handling that meets the Complaint Standards.

Sample letter 1: Events happened more than 12 months ago and there is no good reason for the delay

Use this sample letter if you need to decline to look at a complaint where:

  • the events took place more than 12 months ago
  • you decide there is no good reason for the delay.

[WORD 1.04MB]
Sample letter 2: Events happened more than 12 months ago and it would not be practical to investigate

Use this sample letter if you need to decline to look at a complaint where:

  • the events took place more than 12 months ago 
  • you decide there is a good reason for the delay
  • you have decided it would not now be practical to investigate the complaint because of the time that has passed.

[WORD 1.04MB]
For taking a specific action

Use this sample letter when a person’s engagement is continuing to have a negative impact or use an unfair or disproportionate amount of time and resource after attempting to de-escalate the situation.

[WORD 1.05MB]
For de-escalating the situation

Use this sample letter when a person’s engagement is using an unfair or disproportionate amount of time and resource.

[WORD 1.05MB]
For proposing a communication agreement

Use this sample letter when a person’s engagement continues to use an unfair or disproportionate amount of time and resource after attempting to de-escalate the situation.

[WORD 1.05MB]
For taking a specific action

Use this sample letter when a person’s engagement is continuing to have a negative impact or use an unfair or disproportionate amount of time and resource after attempting to de-escalate the situation.

[WORD 1.05MB]
Warning letter following threatening or abusive correspondence

Use this sample letter when you have received threatening or abusive correspondence. You can also tailor it or use it in situations where your organisation has already given a verbal warning and you want to confirm it in writing.

[WORD 1.05MB]
For lack of cooperation or engagement

Use this sample letter when a person is not engaging or responding to requests for information.

[WORD 1.05MB]