Documented procedures are an integral part of the internal complaint mechanism process for both the public and for the staff. In some agencies, this may be the same document; other agencies may want to present the information in separate formats for these two audiences. For the public, the document should clearly outline the steps that must be taken to make a complaint and the steps that your agency will take in response. For staff, the document should clearly outline the steps that will be taken internally once the complaint is received. These steps should include written documentation of the following: a summary of the complaint, the outcome following consideration of the complaint by your agency, and communication of the outcome, with reasons, to the complainant.