• Shall be acknowledged in writing, by phone call or by direct contact immediately following receipt thereof, with an indication that either:
• • Certain action will be taken, within a certain period of time or within an unspecified period of time, or
  • the matter will be given due consideration and as soon as a decision has been reached, the writer will be so advised, or
  • the matter will be given due consideration and may be referred to Council for consideration.

• Shall be acknowledged verbally and recipient shall, prepare a written record and advise the presenter verbally at the time of receipt, that either:
• the matter will be dealt with, and certain action will be taken, within a certain period of time or within an unspecified period of time; or
• the matter will be given due consideration and as soon as a decision has been reached, and the presenter will be advised by verbal communication, or
• the matter will be given due consideration and may be referred to Council for consideration.

In the end, the Complaint must always be in writing.