The problem is that the provision is currently worded as follows: “The Agency, or a person authorized to act on the Agency's behalf, may review [...] ”. What if the agency chooses not to review the complaint? I can understand your telling the complainant that his complaint is frivolous, but as I see it, you have a duty to review the complaint. It's fine if you decide the complaint is frivolous, but I can't see the agency not reviewing the complaint at all. I can't understand that.
When I'm asking you to review a complaint, I'm not asking you to resolve it, to launch an investigation or to mediate the situation. If you receive a complaint and tell the complainant that his complaint is frivolous, that's fine. I'm sure some complaints do indeed fall into that category. However, if you're telling me that some complaints are not even reviewed, then I do have a problem with that.
The wording “The Agency [...] may review” implies that some complaints are not reviewed at all. If that's the case, I want to know which ones are not reviewed. Otherwise, I feel it is your privilege and duty to review all complaints, even if you ultimately find that some are frivolous. In the process, if the complainant is not satisfied, then he can always appeal. However, to say “may review” implies that some complaints will not be addressed at all. That doesn't sit well with me.