THE FIRST SECTION OF THIS REPORT DESCRIBES THE PRESENT SITUATION AT THE CITIZENS' COMPLAINT CENTER. THE MOST SIGNIFICANT PROBLEMS IDENTIFIED WERE : LACK OF OBJECTIVES AND POLICIES, INEFFECTIVE USE OF PERSONNEL, AND AN INADEQUATE RECORD KEEPING SYSTEM. THE OTHER PART OF THE REPORT PRESENTS RECOMMENDATIONS FOR IMPROVEMENT. SUGGESTIONS ARE MADE REGARDING PERSONNEL, RECORDS MANAGEMENT, PHYSICAL FACILITIES, AND OBJECTIVES OF THE CENTER. APPENDIXES CONTAIN CONSULTANTS' REPORTS AND A REPORT ON THE SURVEY OF COMPLAINANTS' ATTITUDES AND AN ANALYSIS OF ROLES FOR VOLUNTEERS IN THE CENTER. (AUTHOR ABSTRACT)...KAP