What does an investigator do upon receiving a written complaint?

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When an investigator receives a written complaint, their initial responsibility is to assess the situation and attempt to resolve the issue informally, when appropriate. This approach benefits both the complainant and the regulated member by fostering communication and potentially resolving the matter without escalating to formal proceedings. Informal resolution can help clarify misunderstandings or address concerns before they develop into more serious allegations.

Informal resolution aligns with principles of fair practice and can often lead to quicker outcomes and satisfaction for both parties involved. If the issue cannot be resolved informally, the investigator may then consider further steps, such as notifying the regulated member or setting up a formal hearing, but these actions are typically contingent on the outcome of the initial informal resolution attempts.