Absolutely. Something else we can do and have done is the following: if someone writes to me or sends a copy of a letter that resembles a complaint to me, often, an analyst will contact that person and ask whether they want to submit an official complaint. Sometimes, the individual will state that they do not want it to be considered a complaint. On other occasions the person may indicate that they do want it to be considered an official complaint. I see that Mr. Godin has already experienced this.
On March 30th, 2010. See this statement in context.