Eric, Thanks for your thoughtful input. At the end of the day, however, the goal is to have complaints resolved. Rather than opening up the door to the possibility of increased litigation, have a look at an alternative approach to Complaint Handling: http://www.auda.org.au/policies/auda-2002-21/ regards, Danny ____________________________________________________________________________________ Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mail&p=graduation+gifts&cs=bz