Customer Complaint Process Implementation - Eugene Water ...

The tracking procedure is limited to complaints or inquiries received by Commissioners thatare operational in nature (not related to a pending Board-level decision or action, such asrate increases, bonding decisions, policy decisions, etc.) For example, there were about150 formal appeals filed by customers in 2009 related to billing issues and about 300liability claims. EWEB has procedures in place to consider these appeals and claims, andmost are resolved within a reasonable amount of time. There also are an undeterminednumber of informal complaints or inquiries received annually by individual staff members.As the Oct. 6, 2009, memo notes, the vast majority of these customer contacts are handledand/or resolved by individual staff members. An attempt to capture, record and track theprogress of these complaints would add considerably to the workload of severaldepartments.RecommendationThe General Manager’s Office, in collaboration with Public Affairs, has created a simpletable or spreadsheet to begin tracking Board-level complaints and inquiries related tooperational issues. This complaint/inquiry log will include the date of when it was received,how it was received, list the EWEB staff person who is responsible for tracking orresponding to the complaint, the nature of the complaint, and any action or resolution thatresulted.Beginning in July 2010, you will begin receiving a quarterly report that tracks the progressof these complaints.Staff also will make efforts to provide informal updates to the individual Commissioner whooriginally received a customer complaint/inquiry, when appropriate.No action is necessary. If you have questions, please call me at 541-685-7371.2