This instruction provides comprehensive guidance for handling complaints relating to workplace safety and health conditions. It defines critical terms relevant to the complaint process, including complaint, formal complaint, and referral, and outlines the conditions a complaint or referral must meet in order to warrant an on-site inspection. This instruction discusses protocol for dealing with electronic complaints, which are becoming a more common method of filing complaints with the division, and introduces an electronic code to facilitate tracking of these complaints. Procedures for receiving information via telephone, as well as for handling complaints filed in multiple area offices, are addressed. Additionally, detailed procedures for conducting both on-site inspections and phone/fax inquiries are delineated.