Grant Thornton put together a comprehensive report: Hear that whistle blowing! Establishing an effective
complaint-handling process. (August 2006, .pdf)
They have developed the MACH process which consists of six basic steps:
- Receive the complaint;
- Analyze the complaint;
- Investigate the complaint;
- Resolve the complaint;
- Report the resolution of the complaint; and
- Retain the necessary documentation.
