In terms of processing complaints when they do come in, there's a threshold of whether or not there are reasonable and probable grounds to take the matter forward. That's the first filter, if you like.
Many of the complaints from the public don't pass that hurdle, but the vast majority of complaints that I handle are from the public. They can be in touch with us by e-mail, by a letter, and send in their complaint. If we don't understand it, then we'll try to understand it and walk them through whatever it is they want to complain about and get to the nub of the issue, and at the same time give them some advice and information about what our process actually is, so that if they have evidence that they wish to leave or to bring to our attention, they'll know that we're prepared to receive it.