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If your agency often receives complaints about the legislation,
policies and procedures under which it operates, you may wish
to consider how you will address such complaints. If you do
not intend to review complaints about legislation, policies
and procedures, make this clear to complainants at the outset.
Although your agency will not have the capacity to amend the
legislation under which you operate, you may wish to consider
tracking complaint trends, which may reflect needed amendments
to legislation. If your agency will accept complaints about
the policies and procedures under which it operates, you will
need to consider how such complaints will be handled, and by
whom.
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