1.   Franke acknowledges the work that still needs to be done, especially concerning its complaint record.

2.   Possible improvements, he said, would be to put further limitations on access to complaint records and tentatively promote officers pending the outcome of investigations.

3.   She and Katz both checked complaint records at the Better Business Bureau and at a for-profit agency that tracks complaints on business opportunities.

4.   Some home builders believe buyers use complaint records to make their final decisions.

5.   The Better Business Bureau may have a complaint record for the company, although lack of such a record does not mean the business is reputable.

6.   The panel held a hearing on the NYPD in New York City last May and subpoenaed thousands of pages of documents and police complaint records.