What is the initial step in addressing grievances against licensees?

The correct answer is the complaint process, as it outlines the systematic steps that need to be followed when addressing grievances against licensees. The complaint process serves as a framework for organizing how complaints are made, handled, and resolved.

Beginning with a well-defined process ensures that complaints are not only acknowledged but are managed consistently and fairly. This includes steps such as filing a written complaint, investigating the issues raised, and reviewing evidence. By starting with a clear process, stakeholders ensure that grievances can be tracked and addressed appropriately, fostering transparency and accountability within the organization.

This foundational step is crucial because it defines how licensees and the governing bodies will engage with complaints, making it easier to follow subsequent actions such as investigation and evidence gathering thereafter.