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? <br />18 <br />• Make sure that complainants, aggrieved p?trties, and respondents are treated <br />vrith respect when they come into contact with your agency and throughout the <br />complaint process; <br />• Maintain regular contact with the parties to a complaint - do not allow mor•e <br />than 30 days to pass without some form of ccmtact with the parties to let them <br />lcnow what is going on with respect to their case; <br />• Pl-avide complainants with information about all of their rights undei- your ]aw <br />or ordinance and asl< if they understand the information that was provided; and <br />? Ensure that the agency's staff does not communicate disinterest or distrust in <br />the complaint process to any of the parties to the complaint. Investigators <br />should also be careful that they do not give rise to any cause for any of the <br />parties to the complaint to feel discouragecl or disrespected, afraid to say what <br />they really feel, or to fee] compromised in any way. <br />A. Complaints involving the quality of complaint processing and concerns related to <br />these customer service requirements and guidelines will be reviewed by the GTR. The <br />GTR will work with the agency and the customer (complainant, respondent, <br />witnesses, or other persons involved in the investibacion of the complaint) to resolve <br />the matter. The GTR will, if necessary, commit the results of the discussion between <br />the aQency and the customer to writing. If problems persist in the area of customer <br />service, the GTR may require that the agency staff attend training on the customer <br />service requirements.