FR-A-106 Customer Complaints and Inquiries

• PPM FR-A-106 concerns customer complaints and inquiries
• The document aims to establish uniform guidelines for handling and resolving complaints and inquiries from dissatisfied customers.
• The goal is customer satisfaction through identifying and addressing the causes of dissatisfaction.
• The Deputy Chief of Administration, along with the PPM Committee and the Fire Rescue Administrator, is responsible for future updates to this PPM.
• The policy applies to all Palm Beach County Fire Rescue personnel and those representing the organization.
• Attachments to the policy include the Customer Complaint Form, Checklist, Operating Guide, and Inquiry Log.
• Issue Date: July 2, 2024
• Effective Date: August 2, 2024

Inquiry Definition

• An inquiry is defined as a customer request for information, like a lost item or expressing gratitude.

Complaint Definition

• A complaint is defined as an expression of customer dissatisfaction with Fire Rescue services, such as allegations of misconduct.

Policy Overview

• All customer complaints and inquiries must be documented, examined, completed, and submitted as outlined.
• The District Chief/Supervisor must contact the customer within one business day of the complaint notification.

District Chief Actions

• The District Chief can resolve the issue through informing, coaching, counseling, or educating personnel or decide the matter doesn't warrant the full policy application.
• The District Chief/Supervisor must submit the final customer complaint file within 30 days to the Fire Rescue Intranet (SharePoint).

Customer Inquiries and Comments

• The Operations Division along with Administrative Services is the central clearinghouse for public inquiries and comments.
• Customer inquiries are documented and tracked on the Customer Inquiry Log (FR-A-106 Attachment D) on the Fire Rescue Intranet (SharePoint).
• Customer inquiries do not need the Customer Complaint Checklist (FR-A-106 Attachment B) or crew statements.

Customer Complaints Concerning Incidents, Procedures, and Personnel Matters

• Customer complaints are documented on the Customer Complaint Form (FR-A-106 Attachment A) on the Fire Rescue Intranet (SharePoint).
• A Lieutenant or higher-ranking officer can initiate this form, completing the "information received" section.
• The initiating officer attempts to contact the District Chief/Supervisor verbally but, if unavailable, informs the Battalion Chief/Supervisor.
• The District Chief/Supervisor then gets a Customer Complaint Tracking number from the Administrative Secretary or Fire Operations Officer.
• The District Chief may assign a Battalion staff member to handle the follow-up at the Battalion level or Battalion staff will conduct a fact-finding review.
• A summary of all elements must be included in the final Customer Complaint file.
• The Customer Complaint Checklist (FR-A-106 Attachment B) must be filled out entirely as a guide for the fact-finding officer and as a cover sheet.
• The Customer Complaint & Inquiry Field Operating Guide (FR-A-106 Attachment C) is a procedural document and reference.
• The District Chief/Supervisor makes sure all actions are summarized in the "actions taken" section of the Customer Complaint Form (FR-A-106 Attachment A).
• This includes dates, times, and contact methods used to communicate with the customer.
• Statement must be obtained when:
  • When a customer claims that an article, item, or their property is damaged due to negligence.
  • When a customer claims poor treatment (i.e.; patient care, rudeness, poor service, etc.).
  • When a customer claims Fire Rescue personnel decisions did not align with their wishes (i.e.; incorrect transport decision, wrong hospital, improper refusal, failed to secure residence or property, etc.).
  • When the fact-finding officer determines written statements are relevant.

Other Considerations

• If the issue may result in disciplinary action, consult with the District Chief/Supervisor, following the Firefighters Bill of Rights (PPM FR-A-102) if warranted.
• If disciplinary action isn't warranted, counseling and corrective measures are documented as outlined in Professional Development (PPM FR-T-101) or Employee Development (PPM FR-A-105).
• The fact-finding officer contacts the District Chief/Supervisor with findings after internal resolution.
• The Customer Complaint Form (FR-A-106 Attachment A) and related documents are then forwarded for review.
• The District Chief/Supervisor is to ensure that the customer is contacted and advised of the resolution and any steps that were taken.
• All results of the conversation and supporting documentation shall be uploaded to the Fire Rescue Intranet (SharePoint)
• The District Chief/Supervisor is to determine if the complaint was substantiated and the disposition of the complaint then assign it to the next level supervisor for review.
• The next-level supervisor reviews documentation and assures appropriate actions, forwarding the document to the Assistant Fire Rescue Administrator and Fire Rescue Administrator for final review on the Fire Rescue Intranet (SharePoint).
• The Administrative Secretary maintains the Customer Complaint and Inquiry Logs and all documents generated.
• After reviews, the Administrative Secretary closes the document in the Customer Complaint Form (FR-A-106 Attachment A) on SharePoint and retains the original Customer Complaint Form (FR-A-106 Attachment A) and related material.

Specific Complaint Types

• Complaints solely about fire code issues are managed by Community Risk Reduction with notification to the District Chief and/or Battalion Chief.
• Complaints about Communications Center personnel are received by the on-duty Communications Center Supervisor.
• The Communications Center Supervisor gets a Customer Complaint Tracking number from the Fire Operations Officer (FOO).
• The FOO documents the complaint on the Customer Complaint Form (FR-A-106 Attachment A) and notifies the Alarm Office Manager.

Review of Completed Complaints

• Completed complaints and inquiries may undergo regular review by a customer service team for quality, data collection, and educational opportunities.