The correct answer is b/ Roles of the staff involved.
Step-by-step explanation:
An effective complaint handling process should have clear roles and responsibilities for the staff involved in the process. This includes who is responsible for receiving and documenting the complaint, who will investigate the complaint, who will respond to the complainant, and who will follow up to ensure that the issue has been resolved.
Having clear roles and responsibilities ensures that staff members are aware of their tasks and are accountable for their actions. This can help to ensure that complaints are handled in a timely and effective manner, and that all necessary steps are taken to address the issue and prevent it from happening again in the future.
Staff rights, opening hours, and excuses to be given are not features of an effective complaint handling process. While staff members should be treated fairly and respectfully, their rights are not directly related to the effectiveness of the process. Similarly, opening hours are important for accessibility, but do not directly impact the quality of the complaint handling process. Excuses should not be given, as they can undermine the complainant's confidence in the process and lead to further complaints.