Ok, so what is the process that is used to evaluate complaints. What are the stages of review. What are the heuristics of the process that escalates concerns? Who receives the complaints and what are their qualifications? Does an issue need to be life threatening or will profit threatening do? Is it a democracy like American Idol -- the issue with the most whining wins? If you disclose the review the process steps, citizens can take a more realistic approach to speaking up.