Aged Care Complaints Commissioner Complaint Handling Toolkit

Template Collection: Letter confirming a complaint has been resolved

This document can be used or adapted by service providers to develop a template

letter to confirm that a complaint has been resolved. It has been designed to be
printed on organisational letterhead. Alternately, you can insert the service name and
logo at the top of the document.

This document is designed to be used as a starting point. Service providers should

adapt this document in consultation with staff and care recipients to ensure it meets
the specific needs of their own service.

NB: This is a text template, not a fully formatted print-ready template. Service
providers may need to adjust page margins, column spacing and text wrapping
to suit their services printing and IT set-up.

Letter confirming a complaint has been resolved

Letter confirming a complaint has been resolved
To: [Complainants name]
cc: [Care recipient if not the same as complainant]
Address: [Line 1]
[Line 2]

Date: [Insert date]

Dear [Name],

Thank you for discussing your concerns about [insert summary description about the
complaint eg Mrs Jones laundry and catering services] with us.
We regret that you experienced dissatisfaction with the quality of our service.
We wish to confirm that we have looked into your complaint, discussed these issues with you
and agreed on the following outcome and resolution:
[insert details about agreed facts and agreed resolution, including any actions
taken or promised to be taken. For example:

Issue 1: Some of Mrs Jones nightgowns are going missing during laundering.

It was agreed that:

we would replace any lost nightgowns
you would put name labels on all new clothing items
you would be given the name of a contact person who would receive Mrs Jones
new clothing and ensure they were added to a list of Mrs Jones clothing. This list
would be placed in the laundry and on the inside of Mrs Jones wardrobe.

Issue 2: Mrs Jones would like her meal on Saturday nights to be served later as she
is out all day with her family.

It was agreed that:

the service would provide Mrs Jones with sandwiches, a salad, fruit and cold
dessert on Saturday nights after her return to the service
the service would document this in Mrs Jones care plan and dietary preferences
so that staff are aware of this.]
We hope that you are satisfied with the resolution of your complaint. Please let me know if
there is anything else you would like to discuss with me.
Thank you for taking the time to raise your concerns with us. We view all complaints as an
opportunity to improve the services we deliver and appreciate your assistance in the ongoing
improvement of the care we provide.

Yours sincerely,

[Name and contact details]