Complaints Handling Templates, Frameworks & Practical Tools
These downloads are designed to help teams manage complaints consistently, fairly, and with confidence — supporting better outcomes for customers, staff, and the organisation.
Want the full picture? ACXPA also provides detailed guidance, good-practice models, and implementation resources in the Complaints Handling Hub, including frameworks that support compliance, quality, and continuous improvement.
Complaints Management (9)
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HEAT Model Cheat Sheet
The HEAT Model/technique is used to calm down an angry customer, consisting of four key components:
- Hear them Out
- Empathise
- Apologise
- Take ownership
We also have an article where you can learn more about the HEAT model and some extra tips on managing angry customers > as well as a suite of resources designed to help employees and businesses manage customer complaints, including frameworks, complaint logging tools, in-store signage and lots more. Learn more >
Download the HEAT Model Cheat Sheet
Filename ACXPA-HEAT-Method-Cheat-Sheet.pdf Filesize 79.18 KB Version 5.0 Date added 26 April 2026 Category Complaints Management - ACXPA Complaints Handling Framework (Membership Required: Individual)
- HEAT Model Facilitator Guide (Membership Required: Individual)
- Complaints Escalation Guide (Membership Required: Individual)
- Website Complaints Handling Page Template Guide (Membership Required: Individual)
- Complaints Log (Membership Required: Individual)
- Customer Complaints Handling Commitment Sign (Membership Required: Individual)
- Complaints Handling Framework Cheat Sheet (Membership Required: Individual)
- Complaints Handling Framework Facilitators Guide (Membership Required: Business 5, Business 10, Business 25, Business 50, Business 100, or Customised Business)
