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Ll <br />Complaint Response Protocol <br />OIMP 6 <br />The MRF provides a number of means by which a complaint may be brought to <br />the attention of facility staff: <br />1. The facility is listed in both the white and yellow pages of the local telephone <br />book <br />2. The plant provides a 24 hour telephone system with electronic attendant and voice <br />mail <br />3. In conjunction with sister company, Tracy Delta Solid Waste Management, a <br />website with a comment page is available at http://www.tdswm.com <br />4. During normal operating hours, Monday through Saturday, complaints may be <br />communicated directly at the facility. <br />In the event of a complaint, MRF staff will pursue the following procedure: <br />1. An entry will be made in the Station Log noting the complaint <br />2. The General Manager will be notified of the complaint <br />3. The General Manager, or his of her designee, will contact the complainant, if <br />possible, and determine the particulars of the complaint <br />4. An investigation will be initiated to determine if: <br />a. The complaint is well founded <br />b. If the complaint is valid, what unusual conditions, if any contributed <br />the condition contributing to the complaint <br />c. Insure all normal operating procedures are being followed <br />5. The General Manager will review the findings, initiate corrective action if <br />applicable, follow up with the complainant and revise procedures if needed. <br />6. A record of the complaint and all subsequent action will be placed on file in <br />facility offices. <br />