Scenario Mrs Nguyen is a client who has suffered domestic abuse and lives in a women's shelter. She is quiet and independent and enjoys spending time chatting with the others and the staff who work in the shelter. Recently, Mrs Nguyen was treated rudely by a staff member because of her ethnicity. The staff member has been commenting on Mrs Nguyen's accent and telling her to go back to her own country to be with her own people. Mrs Nguyen is very upset by this treatment and has asked for help to go through the complaints process at the facility. Email your supervisor, Michael Smart, to find out where the complaint made by Mrs Nguyen is currently in the process. Read your supervisor's response below: To: Estelle Lovett From: Michael SmartR Date/time: XXXX 2:35 p.m. Hi Estelle, Thank you for checking in. We have completed the investigation into Mrs Nguyen's complaint, and she will be receiving an official letter of apology from the service shortly. Additionally, during the investigation, it was confirmed that two First Access staff had breached First Access' Inclusion and Diversity Policy and Procedure. Both employees have been placed on probation and will be scheduled for meetings with human resources to engage in learning about inclusion and diversity in First Access. Please let me know if you have any further questions or need any further information. Kind regards Michael Smart Service Coordinator First Access