Publish your complaint handling procedures
I can't find them, neither can the representatives that I called. Any complaint interactions should be available to all parties online. A transcript of any resolved or unresolved complaints that are past their last action date should be available to anyone so that you can see if and how your complaint might be similar to someone else's and how it was resolved or not. I have been requesting written definitions of the terms used on my cable bill, no answer from the cable company, and, surprisingly, no feedback to me from the FCC despite truth in billing. I have asked twice where I can download the informal complaint procedure the the FCC analysts follow, no luck.