HomeMy WebLinkAboutN-304 - Citizen Complaints CITY OF PASCO
ADMINISTRATIVE ORDERS
Administrative Order No. 304
Administrative & Community Services
Subject: Receiving and Responding to Citizen Complaints Initial Effective Date:
December 19, 2008
Revised
A proved
I. PURPOSE:
This is to establish a City policy about complaints received and the steps to be taken in
their investigation, documentation and resolution.
Complaints from members of the public can be a valuable source of comments about
services the City provides. Complaints should be viewed as a positive means of
promoting customer satisfaction and as a way of identifying opportunities to improve
service delivery. The City wishes to ensure that the process of filing a complaint is
straightforward for any person who feels aggrieved and, where possible, to satisfy
complainants regarding their experience in filing a compliant.
II. DEPARTMENTS AFFECTED:
All
I1I. POLICY:
The City will endeavor to ensure that:
1. Citizens can easily and simply file a complaint;
2. Complaints are treated with equal importance, regardless of the manner in which they
are submitted;
3. Complaints are responded to quickly and within reasonable times. Dealing with
complaints on the spot can prevent a minor complaint from becoming a major issue,
4. Complaints are addressed in a courteous, helpful and open manner;
5. Appropriate assistance is given to any complainant in the making of a complaint
including the completion of any form or other paperwork;
6. Complaints are properly monitored and documented and that the City learns from
them in order that:
a. Unacceptable conduct or behavior does not re-occur; and
b. Policies, practices and procedures are improved in order to provide better
services.
IV. DEFINITION:
For the purpose of policy a complaint means an expression of dissatisfaction about:
• a decision of the Council or City staff;
• the standard of quality of a City service, action or lack of action; or
• the behavior of City employees or representatives.
A complaint is not:
• a first request for action or service;
• a request for information or explanation of City policies, practices or procedures;
or
• the lodging of an appeal in accordance with procedures prescribed by state law or
City policy or Ordinance.
V. PROCEDURES:
Complaints from citizens (other than those complaints involving traffic or criminal
violations within the jurisdiction of the Police Department) shall be processed as follows:
1. Complaints (or requests) of a "routine" nature that can be answered correctly,
quickly and to the satisfaction of the citizen by the staff member receiving the
comment need not be documented.
2. Complaints from citizens involving police, procedures, personnel or actions of the
City that cannot be answered correctly, quickly and satisfactorily will be
documented (entered) in the City's complaint tracking system by staff members
receiving the complaint or other designated employee.
3. Complaints are likely to be filed through a number of different media including:
written, verbal (in person or telephone) via e-mail or through the City's web site.
Complaints received via telephone, e-mail or the web should normally be
documented upon receipt then acknowledged within 24 hours (excluding holidays
and weekends). Complaints by mail should normally be documented upon receipt
then acknowledged within one week. "Acknowledged" means communication
from the city that acknowledges our receipt of the complaint and indication when
a response should be expected.
4. The citizen will be advised that normally a response will be trade within one
week. However, if a definitive response cannot be made within that time, an
interim response is required. Any response (interim or final) shall be noted in the
tracking system.
5. A complaint will be handled, to the extent possible, by the department which took
action/inaction generating the complaint or where authority rests to respond to the
request. Complaints that cannot be resolved at department level shall be referred
by the Department Director to the City Manager's office.
Citizen Complaint Policy—No. #304
Page 2
6. The progress of outstanding complaints will be monitored by Department
Directors (with a report regularly generated by the City's complaint tracking
system).
VI. PARTICULAR CASES:
1. Anon ous Complaints
While anonymous complaints typically will not contain information to allow for a
response, it is the City's policy to investigate such complaints to determine if
some correction action is warranted.
2. Personnel Complaints
Complaints concerning personnel shall be referred to the Department Director or
the City Manager.
3. City Council
In cases where an action by the City Council is the basis for a complaint, an
explanation of the reasons for the action will be provided by a qualified employee
or the office of the City Manager. In no event will the response be "because the
City Council passed an ordinance." Complaints that lie outside the purview of the
City to resolve will be referred to the appropriate agency.
4. Vexatious Complaints
The City Manager may decide (having due regard to the nature, subject or number
of complaints received) that a complainant is a vexatious complainant and that
continued complaints received from the person concerned or about a particular
subject shall not be further entertained.
5. Allegations of Serious Misconduct
Allegations concerning criminal, corrupt or serious improper conduct will be
referred directly to the City Manager.
Approved:
�L e� - I Z-/�_ a �
Gary Cru hfi e , CitJ ana r Date
Citizen Complaint Policy—No. #304
Page 3