I think it's important that offenders, if they have an actual complaint, a legitimate complaint that needs to be addressed, have a method to be able to express that and get that particular issue resolved. So the complaint process....
As I stated, when I visited and had a tour of the particular institution, and I spoke to the warden, the assistant warden, and the warden from another institution while I was there, they actually spoke of the merits of this complaint process, that it actually assists the inmates.
Additionally, many of the inmates might be incarcerated for various reasons. This actually teaches them that they can go through a particular process and have their issues heard, without dealing...or going to other extremes.