1. Set out, describe, or instruct staff on the Commission’s current process for assessing complaints Including any documents that relate to: complaint intake, screening, or initial assessment…

1. Set out, describe, or instruct staff on the Commission’s current process for assessing complaints Including any documents that relate to: complaint intake, screening, or initial assessment complaint triage, classification, or risk assessment prioritisation or harm-level determination criteria for progressing, referring, or closing a complaint decision-making during the early assessment stage Including but not limited to: flowcharts, process maps, or decision trees Standard Operating Procedures (SOPs) or operational guidance documents risk matrices or assessment tools staff instructions, templates, or checklists training or induction materials relating to complaint triage or assessment complaint categories or issue types harm or severity levels priority levels “not in scope” classifications thresholds for escalation or closure. 2. Documents describing how complaints are categorised at intake Including documents about: complaint categories or issue types harm or severity levels priority levels priority levels “not in scope” classifications thresholds for escalation or closure