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• <br />• <br />• &ASSOCIATES <br />• civil and Environmental Engineers <br />FIRM PROFILE & APPROACH - CONTINUED <br />• <br />• <br />3. Complaint Resolution: <br />• One of the most critical components of public involvement is the acquiring, tracking <br />and resolution of public complaints. The acquiring of the complaints needs to be <br />• thorough and courteous to ensure that the nature of the complaint is accurately <br />• portrayed and that the public is not additionally inflamed. The tracking of the <br />complaints should include the complaint initiation, the results of the site and <br />preconstruction research, the instructions to contractor and the actual resolution of the <br />• complaint. In addition, a record of all contact with the person initiating the complaint <br />• will be kept. Finally, the resolution of the complaint needs to include an official <br />document notifying the originator of the complaint of the final outcome. Every step in <br />• the complaint resolution process needs to be accurately recorded for use in any <br />possible future concerns. <br />Complaint Resolution Flowchart <br />"Providing quality, responsive and professional service to clients, peers and the public for 20 years" <br />