Providing inclusive and accessible complaint handling

This fact sheet gives practical advice to complaint handlers to make it easier for people with disability to make complaints and receive a quality response. It sets out the right of people with disability to make a complaint and the relevant legislation. The fact sheet also focuses on a person-centred approach and the importance of being open to complaints and feedback, being flexible and good communication. It provides face-to-face communication tips and advice on choice of language and keeping the person informed.