External complaints received by phone or in person should be referred to whom?

The appropriate course of action for handling external complaints received by phone or in person is to refer these complaints to the on-duty supervisor. This choice is correct because the on-duty supervisor typically has the responsibility to address immediate concerns, ensure proper protocol is followed, and assess the validity of the complaint. By directing the complaint to the supervisor, it assures that the issue is managed at the appropriate level, allowing for timely and effective resolution.

This protocol aligns with best practices in many organizations, where initial complaints are often funneled to supervisors, who can take necessary actions such as investigating the matter further or escalating it to the appropriate department if needed. Referring the complaint directly to the supervisor helps maintain order and ensures that complaints are managed by someone who is present and aware of the current situation in the facility.