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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)
shorui
noun
  1. document; official papers
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
kujou
noun
  1. complaint; troubles; objection; grievance
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
toriatsukaikata
noun
  1. way of handling
toriatsukai
noun
  1. treatment; service; handling; management
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)
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)
teinei
na adjective, noun
  1. polite; courteous; civil
  2. careful; close; thorough; conscientious
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
setsumei
noun, suru verb, no adjective
  1. explanation; exposition
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)
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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