When assessing a complaint, what is the expected first step?

The first step when assessing a complaint should be to document the complaint. This step ensures that there is a clear record of the complaint details, including who made the complaint, what the specifics are, and any relevant context surrounding it. Proper documentation is essential as it provides a foundation for any further investigation, helps track patterns over time, and ensures that all relevant information is captured accurately.

Beginning with a detailed investigation without documentation may lead to misunderstandings or overlook critical details. Similarly, issuing a reprimand prematurely can be unethical and may undermine the integrity of the complaint assessment process. Discussing it with colleagues is also a valuable step, but it typically follows the initial documentation to ensure everyone is on the same page regarding the facts of the complaint. Therefore, documenting the complaint is recognized as the most appropriate first step in this process.