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.
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 |
