FR-A-106 Customer Complaints and Inquiries

Questions and Answers

What is the primary purpose of the established guidelines regarding customer complaints and inquiries?

To collect data for future service improvements

To create a tracking system for customer inquiries

To ensure satisfaction of customers' concerns while addressing dissatisfaction factors (correct)

To inform customers about Fire Rescue policies

Who is responsible for future updates to the PPM regarding customer complaints?

The PPM Committee

The Deputy Chief of Operations

The Fire Rescue Administrator alone

The Deputy Chief of Administration and the PPM Committee (correct)

What does the term 'inquiry' refer to in the context of customer interactions?

A request from a customer for information (correct)

An expression of dissatisfaction with Fire Rescue services

A formal complaint regarding services

An investigation into Fire Rescue policies

Which of the following is NOT considered a type of complaint according to the established definitions?

Requesting information about lost items Signup and view all the answers

Which of the following is a type of documentation included as an attachment in the customer complaints policy?

Customer Complaint Checklist Signup and view all the answers

Which personnel are covered under the scope of the customer complaints and inquiries policy?

All Fire Rescue personnel and any representatives of Fire Rescue Signup and view all the answers

What should be the ultimate goal in addressing customer complaints according to the established guidelines?

To satisfy customers and improve service quality Signup and view all the answers

What is the significance of the issue date and effective date noted in the policy?

They designate when the policy was proposed and implemented Signup and view all the answers

What should the initiating officer do if the District Chief/Supervisor is unavailable?

Inform the appropriate Battalion Chief/Supervisor Signup and view all the answers

Who is responsible for obtaining a Customer Complaint Tracking number?

The Administrative Secretary or Fire Operations Officer Signup and view all the answers

What is required of the District Chief/Supervisor after receiving a customer complaint?

To follow-up with the customer and assign an EMS Captain for review Signup and view all the answers

What role does the Customer Complaint Checklist (FR-A-106 Attachment B) serve?

To help the fact-finding officer and serve as a cover sheet Signup and view all the answers

What document guides the overall process of managing customer complaints?

Customer Complaint Field Operating Guide (FR-A-106 Attachment C) Signup and view all the answers

Which section must all actions taken regarding a customer complaint be summarized in?

Customer Complaint Form (FR-A-106 Attachment A) Signup and view all the answers

What is the main purpose of the fact-finding review conducted by the designated officer?

To document all involved parties' statements Signup and view all the answers

What initial action is the initiating officer expected to take upon receiving a customer complaint?

Inform the District Chief/Supervisor verbally Signup and view all the answers

Who is responsible for receiving complaints and inquiries related to Communications Center personnel?

Communications Center Supervisor Signup and view all the answers

What must the Communications Center Supervisor obtain to process a complaint?

Customer Complaint Tracking Number Signup and view all the answers

Which document is used to document the complaint?

Customer Complaint Form Signup and view all the answers

After documenting a complaint, who is notified about it?

Alarm Office Manager and Deputy Chief of Support Services Signup and view all the answers

What is the purpose of reviewing completed and closed customer complaints?

Identify service improvement areas Signup and view all the answers

What is the sequence of notifying authorities after a complaint is documented?

Communications Center Supervisor, Alarm Office Manager, Deputy Chief of Support Services Signup and view all the answers

What is the timeframe for the District Chief/Supervisor to contact a customer after receiving a complaint?

Within one business day Signup and view all the answers

Which document is NOT required for customer inquiries as per the policy?

Customer Complaint Checklist Signup and view all the answers

Who is authorized to initiate the Customer Complaint Form?

A Lieutenant or higher ranking officer Signup and view all the answers

How long does the District Chief/Supervisor have to submit the final customer complaint file?

30 days Signup and view all the answers

What role does Operations play concerning customer inquiries?

They serve as a clearinghouse for inquiries and comments. Signup and view all the answers

Which attachment is related to customer complaints?

FR-A-106 Attachment A Signup and view all the answers

What is the primary function of the Customer Inquiry Log?

To document and track customer inquiries Signup and view all the answers

What occurs after the information received section of the Customer Complaint Form is completed?

It is transmitted to the District Chief/Supervisor. Signup and view all the answers

What is a requirement for obtaining written statements from personnel?

When the fact-finding officer deems it necessary. Signup and view all the answers

In what scenario should the District Chief/Supervisor be consulted after a fact-finding investigation?

If the investigation may lead to disciplinary actions. Signup and view all the answers

What should be documented if disciplinary action is not warranted?

Counseling and corrective measures. Signup and view all the answers

When is a customer complaint deemed necessary for the fact-finding officer to address?

If it relates to property damage or poor treatment. Signup and view all the answers

What is the purpose of the Customer Complaint Form (FR-A-106 Attachment A)?

To document the findings of the complaint investigation. Signup and view all the answers

Which of the following is not a situation where written statements must be obtained?

A customer requesting additional services. Signup and view all the answers

What action is required after addressing a customer complaint internally?

Contact the District Chief/Supervisor with findings. Signup and view all the answers

Which document should be followed if disciplinary action is deemed warranted?

Firefighters Bill of Rights (PPM FR-A-102). Signup and view all the answers

Study Notes

Customer Complaints and Inquiries Policy Overview

Establishes guidelines for handling customer complaints and inquiries within Palm Beach County Fire Rescue.
Aims to resolve customer concerns while identifying causes of dissatisfaction.

Document Information

PPM Number: FR-A-106
Issue Date: November 15, 2022
Effective Date: December 13, 2022
Prepared by the Fire Rescue PPM Committee under the authority of the Fire Rescue Administrator.

Definitions

Inquiry: A request for information from customers (e.g., lost item assistance, securing property).
Complaint: An expression of dissatisfaction with Fire Rescue services (e.g., misconduct allegations, dissatisfaction with decisions).

Scope of Policy

Applies to all personnel of Palm Beach County Fire Rescue and representatives.

Authority and Responsibility

Updates to the policy are managed by the Deputy Chief of Administration and the PPM Committee.

Policy Requirements

Document all customer complaints and inquiries.
District Chief/Supervisor to contact affected customers within one business day.
Final customer complaint documentation due within 30 days.

Procedures for Inquiries and Complaints

Centralized Documentation: Operations and Administrative Services to manage and track complaints and inquiries.
Customer Inquiry Log: Used to document inquiries; does not require a checklist or crew statements.

Customer Complaints

Documented using the Customer Complaint Form; can only be initiated by a Lieutenant or higher.
The initiating officer must make verbal contact with the District Chief/Supervisor upon first complaint contact.

Complaint Tracking Process

A Customer Complaint Tracking number is issued when a complaint is filed.
The District Chief/Supervisor must follow up with the customer and designate an officer for a fact-finding review.

Documentation and Investigation

Use the Customer Complaint Checklist as a guide throughout the investigation.
Collect written statements from involved personnel when necessary (e.g., claims of negligence or poor treatment).

Disciplinary Actions

Consult with a District Chief/Supervisor if disciplinary measures may be needed based on findings.
Follow the Firefighters Bill of Rights if disciplinary action is applicable.

Additional Protocols

Communication Center complaints managed by the on-duty Communications Center Supervisor.
Completed and closed complaints may undergo quality review by a customer service review team.

Historical Context

Policy supersedes previous versions dating as far back as August 23, 1991.

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Description

This quiz covers the guidelines established for handling customer complaints and inquiries within Palm Beach County Fire Rescue. It focuses on the effective resolution of customer concerns and the identification of the causes of dissatisfaction. Test your knowledge on these essential policies and procedures.