If it's anything like down here, unless you are lucky, they take the side of the complainant straight away. When i first started a few years back, there was a spate of complaints. Before the crews were even aware of a complaint, the complainants had been sent flowers as an apology and a letter telling them that the crew had been put on stage 1 of the discipline procedure. Needless to say the unions got involved and it was stamped out rather quickly. Two things spring to mind though: 1 - Making a complaint is far too simple, and most of the times through perceived problems than events that actually happended. 2 - Wouldn't it be nice if your managers actually decided to back you up for once?!?