Which practice is NOT recommended when handling complaints?

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Handling complaints requires keeping a clear, official record of what happened, actions taken, and outcomes. Documenting complaints on personal notes for future reference creates an informal, unverifiable trail. Such notes aren’t part of a formal record, can be lost or altered, and privacy or confidentiality may be compromised, making it hard for supervisors or investigators to review and follow up. Official records should be maintained in a secure, controlled file with a proper timeline and documentation of who was notified and what steps were taken. Notifying the appropriate agencies when necessary and keeping complaints in a separate, confidential file from routine facility folders support proper handling and privacy. Engaging with the complainant in a professional, involved manner is essential, whereas showing disinterest would undermine trust and safety.