• vit institute SITXCCS007 Assessment 2 Students are next to action the complaint as appropriate to the environment. This includes attempting to resolve the complaint or refer to an appropriate staff member. Finally, complaints are to be documented and recorded. Students must ensure undertake the following: demonstrate the ability to research into a complaint and determine the nature and specifics of the situation / incident identify appropriate resolution options and analyse them for the most appropriate choice in accordance with set customer service policy