Yes, we very much do.
For us, a complaint is the beginning of a discussion around an issue. Ideally, we would like to see, when an offender has a complaint about something, that it's resolved at the lowest level possible in the organization—resolved with the front-line staff member or front-line manager. If it can't be resolved, or if the offender inmate is not happy with that answer, then they can bring forward a grievance, which then has some very specific timeframes attached to it.