Wednesday, July 20, 2011

Draft of complaint procedure compiled by city staff members

Complaint and Feedback Procedure for
The City of Fayetteville
Telecommunications Board
June 2011

The Telecommunications Board, through assistance of City Staff, will manage a process whereby residents can communicate their comments, complaints or feedback regarding:

a. The activity of the Telecommunications Board
b. The programming or operations of The Fayetteville Government Channel
c. The programming or operations of Fayetteville Public Access Television
d. The programming or operations of the Education Channel
e. The operations of the City of Fayetteville Television Center
f. Any other issue involving telecommunications or telecommunications services providers that have an impact on the residents of Fayetteville

Individuals may communicate comments, complaints or feedback by:

1. Contacting the Mayor’s designated City Staff liaison to the Telecommunications Board
2. Contacting a member of the Telecommunications Board
3. Communicating directly with the Board in a Board meeting


Complaints regarding the operations or programming of The Government Channel or Fayetteville Public Access Television will be initially investigated and responded to by the respective management of each channel following currently established procedure. Each procedure provides for an appeal process.

It is the responsibility of the City Staff liaison to initially document, investigate and respond to any complaints communicated to the Telecommunications Board. A complaint will only be investigated and responded to if it is the desire of the complainant to file a formal complaint. To qualify as a formal complaint, the complaint must be submitted in writing with the complainant providing their name and contact information. The Staff liaison will make available a form that can be used to submit a formal complaint to the Telecommunications Board, and provide assistance to those requiring help in completing the form.

1. Complaints communicated to the City Staff liaison will be immediately investigated by the City Staff liaison in accordance with the procedure described herein.
2. For complaints communicated to a member of the Telecommunications Board, the complainant will be referred to the City Staff liaison for follow up.
3. Complaints that are presented directly to the Telecommunications Board at a Board meeting will be documented by the City Staff liaison for follow up. The complainant will be advised that the City Staff liaison will investigate the complaint and present findings to the complainant and the Telecommunications Board at its next regular meeting.

After a formal complaint is submitted, the Staff liaison will follow this procedure:
1. Document the complaint, recording:
a. Date
b. Time
c. Nature of the complaint
d. Contact information of the complainant
e. As many details as possible to facilitate the investigation of the complaint
2. Immediately communicate to the complainant their complaint is being investigated, and they will receive a preliminary response, in writing, regarding their complaint within 3 business days.
3. Advise the City’s Director of Communication of the complaint.
4. Investigate the complaint to determine all pertinent information, documenting the process, the findings and the recommendations of City Staff to the Telecommunications Board.
5. Provide a written response to the complainant detailing the investigation of their complaint, any findings thereof, and any initial action taken in response to the complaint. The complainant will be advised their complaint will be included on the agenda to be considered by the full Telecommunications Board at their next regular meeting. If the complaint is received within 15 days of a regular meeting of the Board, it will be scheduled to be heard at the subsequent regular meeting.
6. Provide all information regarding the complaint to members of the Telecommunications Board via the meeting information packet.
7. Document all action taken and information regarding the complaint, including any pertinent meeting minutes, and keep such documentation in a file in the archives of the Telecommunications Board.

When considering a complaint at a full meeting of the Telecommunications Board, the following procedure will be followed:

1. A new complaint will be an individual item of new business on the meeting agenda.
2. The City Staff liaison will present the results of their investigation of the complaint, along with any information regarding applicable laws, regulations or ordinances, and any other information that may be pertinent or useful to the Telecommunications Board in making any determinations.
3. The complainant will be provided an opportunity to present any information and their position regarding the complaint.
4. The Telecommunications Board will discuss the complaint and ask any questions that may be necessary of either the City Staff liaison or the complainant.
5. The Board will present its determination and vote on the subsequent action.

In response to the complaint The Telecommunications Board may take one of the following actions:

1. The Board requires further information, or investigation of the complaint.
2. Determine the complaint is unfounded; no further action to be taken by the Telecommunications Board.
3. Determine the complaint is valid; no further action to be taken by the Telecommunications Board.
4. Determine the complaint is valid; The Telecommunications Board directs City Staff to present the complaint to the City Council. If this action is selected, the Telecommunications Board must state the action they are advising the City Council to take.
Consideration and response to complaints will follow all administrative and meeting conduct rules and procedures, including a formal motion and vote on the action to be taken. In all cases, the Board must provide supporting reasons and justifications for the determination and action taken.

After the Board has determined action, the City Staff liaison will provide a written response to the complainant within three (3) business days, detailing the complaint, the action taken by the Telecommunications Board, the justification and reasons for the action taken, and the process for appealing the action of the Telecommunications Board, should the complainant so desire.

No comments: