Questions and Answers
According to CUSTOMER COMPLAINTS AND INQUIRIES POLICY FR-A-106 What is the purpose of the Customer Inquiry Log (FR-A-106 Attachment D)?
To document and track customer inquiries and comments from the public
When should the District Chief/Supervisor contact the affected customer after being notified of a complaint?
Within one business day
What is the central clearinghouse for all customer inquiries and comments from the public?
Operations, in conjunction with Administrative Services
Who can initiate the Customer Complaint Form (FR-A-106 Attachment A)?
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What is used as a guide and cover sheet for the final customer complaint file?
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Who follows up with the customer and designates an EMS Captain or higher ranking officer for fact-finding review?
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Who reviews completed and closed customer complaints and inquiries at regular intervals?
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How is the customer complaint tracking number obtained?
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When are written statements obtained from personnel directly involved in specific customer claims?
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Who is consulted if disciplinary action is a possibility?
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Who forwards the Customer Complaint Form and related documentation for review?
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Who contacts the District Chief/Supervisor with findings after addressing the complaint internally and with the customer?
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Who may review completed and closed customer complaints and inquiries at regular intervals?
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Who can complete the information section of the Customer Complaint Form?
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What is the purpose of the Customer Inquiry Log (FR-A-106 Attachment D)?
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When should the District Chief/Supervisor contact the affected customer after being notified of a complaint?
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Who shall be the central clearinghouse for all customer inquiries and comments from the public?
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When are crew statements not required for customer inquiries?
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What form is used to document customer complaints concerning Fire Rescue incidents, procedures, and personnel matters?
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Who is the designated contact for fact-finding review in customer complaints?
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Where is the final customer complaint file located?
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Who should complete and submit the final customer complaint file within 30 days?
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Who is the central clearinghouse for all customer inquiries and comments from the public?
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Who is responsible for assuring consistency in documentation and investigatory procedures?
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When is the Customer Complaint & Inquiry Field Operating Guide (FR-A-106 Attachment C) used?
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Who can initiate the Customer Complaint Form (FR-A-106 Attachment A)?
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Who follows up with the customer and designates an EMS Captain or higher ranking officer for fact-finding review?
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Who obtains the Customer Complaint Tracking number?
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Who can complete the information section of the Customer Complaint Form?
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When are written statements obtained from personnel directly involved in specific customer claims?
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Who is consulted if disciplinary action is a possibility?
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Who reviews completed and closed customer complaints and inquiries at regular intervals?
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Who forwards the Customer Complaint Form and related documentation for review?
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What is the purpose of the Customer Complaint & Inquiry Field Operating Guide (FR-A-106 Attachment C)?
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Who may review completed and closed customer complaints and inquiries at regular intervals?
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Who is responsible for handling complaints or inquiries solely based on fire code issues?
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Who should the District Chief/Supervisor contact to obtain a Customer Complaint Tracking number?
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If the District Chief/Supervisor is unavailable, who should the initiating officer inform of the customer complaint?
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If the District Chief/Supervisor is unavailable, who should inform the appropriate Battalion Chief/Supervisor of the customer complaint?
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how should the initiating officer making first contact with the District Chief/Supervisor?
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the Administrative Secretary or Fire Operations Officer shall contact the appropriate Deputy Chief and/or Division Chief/Supervisor and inform them, of what?
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Study Notes
Customer Complaint Procedure in Fire Rescue Operations
- Customer Complaint Form (FR-A-106 Attachment A) can be initiated by a Lieutenant or higher ranking officer.
- Initiating officer completes information section and transmits the form to District Chief/Supervisor of affected employee.
- Customer Complaint Tracking number obtained through Fire Rescue Customer Complaint tracking system.
- District Chief/Supervisor follows up with customer and designates an EMS Captain or higher ranking officer for fact-finding review.
- Customer Complaint Checklist (FR-A-106 Attachment B) is used as a guide and cover sheet for the final file.
- Customer Complaint & Inquiry Field Operating Guide (FR-A-106 Attachment C) is a procedural document for reference.
- All actions are summarized in the "actions taken" section of the Customer Complaint Form.
- Written statements obtained from personnel directly involved in specific customer claims.
- Consultation with District Chief/Supervisor if disciplinary action is a possibility.
- Fact-finding officer contacts District Chief/Supervisor with findings after addressing the complaint internally and with the customer.
- Customer Complaint Form and related documentation forwarded to District Chief/Supervisor for review.
- Completed and closed customer complaints and inquiries may be reviewed at regular intervals by a customer service review team.
Customer Complaint Procedure in Fire Rescue Operations
- Customer Complaint Form (FR-A-106 Attachment A) can be initiated by a Lieutenant or higher ranking officer.
- Initiating officer completes information section and transmits the form to District Chief/Supervisor of affected employee.
- Customer Complaint Tracking number obtained through Fire Rescue Customer Complaint tracking system.
- District Chief/Supervisor follows up with customer and designates an EMS Captain or higher ranking officer for fact-finding review.
- Customer Complaint Checklist (FR-A-106 Attachment B) is used as a guide and cover sheet for the final file.
- Customer Complaint & Inquiry Field Operating Guide (FR-A-106 Attachment C) is a procedural document for reference.
- All actions are summarized in the "actions taken" section of the Customer Complaint Form.
- Written statements obtained from personnel directly involved in specific customer claims.
- Consultation with District Chief/Supervisor if disciplinary action is a possibility.
- Fact-finding officer contacts District Chief/Supervisor with findings after addressing the complaint internally and with the customer.
- Customer Complaint Form and related documentation forwarded to District Chief/Supervisor for review.
- Completed and closed customer complaints and inquiries may be reviewed at regular intervals by a customer service review team.
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