Complaint Tracking System (GA-14, Rev. 1) ADMINISTRATIVE SUBJECT: GENERAL
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Cit POLICIES AND PROCEDURS ADMINISTRATION
y MANUAL Complaint Tracking System
Delray NUMBER REVISIONS EFFECTIVE PAGE 1 OF 1
Beach GA-14 1 DATE:
Jul 26, 2004
~~ SUPERSEDES
0 APPROVED BY: _ s j
l
David T. Harden, City Manager
GA-14.0GA-14.O Pose:
The purpose of this policy is to establish a standard procedure for tracking citizen
complaints/inquiries through the use of the Better Place Complaint Tracking System and to
provide timely responses to citizen inquiries.
GA-14.1 Policy:
All departments will enter complaints received into the Better Place Complaint Tracking System.
These complaints can be received by phone, letter, a-mail, fax, or walk-in. Inquiries can also be
entered by citizens through the City's web site.
GA-14.2 Procedure:
1. Once the department receives notification that there is a citizen inquiry, the department's
representative will contact the complainant by phone, letter, or e-mail acknowledging receipt.
If an inquiry is received through the City's web site, an a-mail can be generated back to the
complainant. Go to "search/maintain arequest" and click on Email. This will generate an e-
mail to the citizen. During the contact, the complainant will be advised that resolution of
inquiries will take up to five (5) working days to resolve. In the event the department needs
more time to resolve a particular inquiry, that information needs to be passed on to the
citizen.
2. Notations regarding the initial acknowledgement of the complaint will be entered into the
inquiry under "Add Request Notes."
3. Once the complaint has been resolved, the department representative will close the
complaint, providing the date closed and a brief description of how the complaint was
resolved.
4. Each department representative will check weekly for any "open" complaints assigned to
their department. It is the responsibility of each department to follow up on all unresolved
inquiries.