In short, it is in effect.
I didn't have time to examine it completely, but I looked at language of work. For the first year, 2010-2011, the verb "remind" constantly comes up. I get the impression you're going to hold a lot of meetings with your employees. It's only in the second year that you establish a process for handling complaints. For the second year, you talk about analyzing those responses.
Do you believe this way of doing things will be productive? Shouldn't you implement your complaint process at the outset so you have figures that enable you to react? Looking at that, I realize that you will be doing nothing between now and the end of your plan.