Yes, the Mullan report raised the question of dealing with some complaints a little more informally. It said that about 45% of complaints could be resolved in that way and they would not necessarily have to go up a level in the hierarchy. That would ease the process a great deal.
Basically, as I discuss this with you, I am coming to the conclusion that perhaps it is the grievance system that needs to be reformed in its entirety. It is not a question of dealing with marginal cases, but of reforming the complaint system for the prison population as a whole.