# Reply to a constituent inquiry or complaint

A respectful, accurate reply to a resident that answers the question, explains next steps, and protects privacy and records obligations.

- Topic: Customer Support
- Framework: RTF
- Level: Advanced
- Tags: Communication, Customer Support, Write, Code, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/reply-to-a-constituent-inquiry-or-complaint

## Prompt

```text
Help me reply to a constituent who contacted our office or agency.

**Their message:** [PASTE]
**Our office:** [e.g. "elected official's office", "public works department", "benefits agency"]
**What we know about their issue:** [case status, facts, policy that applies]
**What we can and cannot do:** [our authority, which agency handles it if not us]
**Tone and channel:** [email / letter / phone script]

Write a reply that:
1. Acknowledges their specific concern in the first sentence, without scripted sympathy.
2. Answers their question directly, or says clearly that it is another agency's responsibility and gives the correct contact.
3. Explains the relevant rule or process in plain language, including why, not just what.
4. States concrete next steps: who will do what by when, a case or reference number, and how they can follow up.
5. Mentions appeal or complaint routes if the decision went against them.

Rules:
- Do not promise outcomes, timelines, or exceptions the agency has not approved. Mark uncertain items [CONFIRM].
- Stay politically neutral. Agency staff replies should not include campaign or partisan content.
- Do not repeat sensitive personal details (benefit amounts, case notes, health information) beyond what the reply needs, and confirm we have verified identity before discussing a case.
- Remember that this reply may be a public record; write as if it could be published.
- Keep it under 250 words, about an 8th grade reading level.

Also give me a 2-sentence version for a phone callback and note anything I should log in our case management system.
```

## What to fill in

- PASTE
- case status, facts, policy that applies
- our authority, which agency handles it if not us
- email / letter / phone script
- CONFIRM

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.