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MEMO TO: MAYOR AND CITY COUNCIL/DEPARTMENT HEADS/CITY STAFF <br />FROM: CLERK -ADMINISTRATOR r' <br />DATE: SEPTEMBER 30, 1987 <br />SUBJECT: 'CITIZEN COMPLAINT FORM <br />It has recently come to my attention that when complaints have <br />been filed by residents of Mounds View, inaccurate records have <br />been maintained on those complaints in order for an adequate <br />follow-up and response to occur. <br />In the past the City has used a form known as a riLizen Concern <br />the Council and <br />Log, copy attached, which was used by members of <br />time a complaint was filed. This allowed for <br />City Staff each <br />maintenance of records on complaints to determine whether or not <br />a trend was being established as well as allowing for adequat�e <br />to In order to return to a <br />V <br />follow-up to the complaints occur. <br />being handled properly, I would <br />practice whereby complaints are <br />that all Staff members of the City and members of the <br />_ 4 <br />request <br />City Council use this attached form each time a complaint is <br />be made <br />filed by a renident. Adequate copies of these forms will <br />Staff and City Council with this <br />available to all members of the <br />and additional supplies can be, obtained from <br />l <br />memorandum <br />Receptionist Carol Rasmussen or Administrative Secretary Michele <br />Severson. <br />_ <br />Once a complaint is filed it should be handled by the Staff <br />in <br />"ARV <br />member receiving the complaint if it appropriately belongs <br />Staff member. <br />their jurisdiction or referred to the appropriate <br />is to respond to the complaint and <br />` <br />At that time the Staff member <br />indicate their response in the design>ted section of the form. <br />forwarded to the Department <br />*tea <br />Copies of the form are then to be <br />if referred <br />[lead for that Department, the Clerk -Administrator and <br />the Councilmember referring the complaint. <br />4f <br />by a Councilmember to <br />It is my hope that the use of these complaint forms will improve <br />the quality of services we are providing to our residents as well <br />trends that might be developing <br />as allowing us to respond to any <br />are precipitating a large number of citizens complaints. <br />which <br />Your cooperation in following this program would be greatly <br />= <br />appreciated. <br />DFP/mjs <br />Enclosure: <br />