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The document clearly spells out the correct procedure for dealing with complaints.
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Vocabulary list

kono
pre-noun adjectival
  1. this (something or someone close to the speaker (including the speaker), or ideas expressed by the speaker)
  2. last (couple of years, etc.); these; past; this (in ref. to a stretch of time or date)
  3. you (as in "you liar") (emphatic, accusatory, insulting)
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shorui
noun
  1. document; official papers
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ni
particle
  1. at (place, time); in; on; during
  2. to (direction, state); toward; into
  3. for (purpose)
  4. because of (reason); for; with
  5. by; from
  6. as (i.e. in the role of)
  7. per; in; for; a (e.g. "once a month")
  8. and; in addition to
  9. if; although
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kujou
noun
  1. complaint; troubles; objection; grievance
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no
particle
  1. indicates possessive (occasionally ん, orig. written 乃 or 之)
  2. nominalizes verbs and adjectives
  3. substitutes for "ga" in subordinate phrases
  4. (at sentence-end, falling tone) indicates a confident conclusion (often ん)
  5. (at sentence-end) indicates emotional emphasis
  6. (at sentence-end, rising tone) indicates question
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toriatsukaikata
noun
  1. way of handling
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toriatsukai
noun
  1. treatment; service; handling; management
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kata
noun
  1. direction; way (also ほう)
  2. person; lady; gentleman
noun, noun, used as a suffix
  1. method of; manner of; way of
noun, used as a suffix
  1. care of ...
  2. person in charge of ... (also がた)
  3. side (e.g. "on my mother's side") (also がた)
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ga
particle
  1. indicates sentence subject (occasionally object)
  2. indicates possessive (esp. in literary expressions)
conjunction
  1. but; however; still; and
  2. regardless of; whether (or not) (after the volitional form of a verb)
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teinei
na adjective, noun
  1. polite; courteous; civil
  2. careful; close; thorough; conscientious
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ni
particle
  1. at (place, time); in; on; during
  2. to (direction, state); toward; into
  3. for (purpose)
  4. because of (reason); for; with
  5. by; from
  6. as (i.e. in the role of)
  7. per; in; for; a (e.g. "once a month")
  8. and; in addition to
  9. if; although
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setsumei
noun, suru verb, no adjective
  1. explanation; exposition
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suru

te-form

shite
suru verb (irregular)
  1. to do; to carry out; to perform
  2. to cause to become; to make (into); to turn (into)
  3. to serve as; to act as; to work as
  4. to wear (clothes, a facial expression, etc.)
  5. to judge as being; to view as being; to think of as; to treat as; to use as (as 〜にする,〜とする)
  6. to decide on; to choose (as 〜にする)
suru verb (irregular), intransitive verb
  1. to be sensed (of a smell, noise, etc.) (as 〜がする)
  2. to be (in a state, condition, etc.)
  3. to be worth; to cost
  4. to pass (of time); to elapse
suru verb (irregular), transitive verb
  1. to place, or raise, person A to a post or status B (as AをBにする)
  2. to transform A to B; to make A into B; to exchange A for B (as AをBにする)
  3. to make use of A for B; to view A as B; to handle A as if it were B (as AをBにする)
  4. to feel A about B (as AをBにする)
suffix, suru verb (irregular)
  1. verbalizing suffix (applies to nouns noted in this dictionary with the part of speech "vs")
auxiliary verb, suru verb (irregular)
  1. creates a humble verb (after a noun prefixed with "o" or "go")
  2. to be just about to; to be just starting to; to try to; to attempt to (as 〜うとする,〜ようとする)
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aru
godan verb (irregular), intransitive verb
  1. to be; to exist; to live (usu. of inanimate objects)
  2. to have
  3. to be located
  4. to be equipped with
  5. to happen; to come about
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