Complaint Management Program Sample Clauses
Complaint Management Program. The Risk Management Program shall include a complaint management program to address and resolve all complaints received by Company regarding any aspect of a Program (“Complaint Management Program”). As used in Section 3.7, “complaint” includes any expression of dissatisfaction, whether verbal or written, that might be indicative of a failure to follow established procedures or Applicable Law or which suggests a process deficiency that might lead to a regulatory violation. The Complaint Management Program shall provide for root cause analysis and mitigation steps, and shall require Company to provide monthly Complaint Reports (as defined below) to Bank. Company shall use commercially reasonable efforts to promptly resolve all complaints. Company shall cooperate in good faith and provide such assistance, at Bank’s request, to permit Bank to promptly resolve or address any investigation, proceeding or complaint not resolved by Company. Company acknowledges and agrees that a violation of the Complaint Management Program will be deemed a breach of this Agreement.
Complaint Management Program. The Risk Management Program shall include a complaint management program to address and resolve all complaints received by Company regarding any aspect of a Program (“Complaint Management Program”). The Complaint Management Program shall provide for root cause analysis and mitigation steps, and shall require Company to provide monthly complaint reports to Bank. Company shall use commercially reasonable efforts to promptly resolve all complaints. Company shall cooperate in good faith and provide such assistance, at Bank’s request, to permit Bank to promptly resolve or address any investigation, proceeding or complaint not resolved by Company. Company acknowledges and agrees that a violation of the Complaint Management Program will be deemed a breach of this Agreement.
Complaint Management Program. A. SMI has the responsibility to establish, monitor, and maintain a website and an independent complaint hot line, which will be in operation and accessible 24 hours a day, 7 days a week, for the receipt of citizen complaints regarding Facility operations, including, but not limited to, odors, litter, dust, noise, truck traffic, hours of operation, and water quality.
B. The telephone number for the complaint hot line will be published quarterly in local newspapers, and it will be posted in public areas (State, county, town and village offices, libraries, meeting halls) as permissible within the Town, and it will be posted on SMI’s and the Town’s website.
C. All complaints received on the complaint system will be recorded in a complaint log, showing the date and time of the complaint, the name of the complainant and telephone and address if available, location, nature and duration of the stated circumstances giving rise to the complaint, if available, and other supporting details. SMI will also record the details of its investigation and its findings including whether any mitigation measures were undertaken as a result. The Town shall be contemporaneously copied on all complaints. The Town Board and/or a subcommittee of the Town Board shall meet monthly with representatives from
D. SMI agrees to create a web-based odor reporting system that provides the same immediate recording and response dispatching as the complaint hot line.
E. SMI will investigate all complaints, responding in person within one (1) hour of the complaint being logged, and SMI will determine the appropriate response to mitigate the conditions giving rise to the complaint. The complaint response will involve the use of a portable hydrogen sulfide (“H2S”) detection unit capable of detecting H2S levels at parts per billion (“ppb”) concentrations. SMI will implement reasonable corrective measures to mitigate any identifiable conditions attributable to the Facility giving rise to the complaint.
F. In the event that the Town retains an independent third-party consultant to monitor odors, such consultant must be technically qualified to monitor odors, and the Town shall promptly provide to SMI copies of any reports or correspondence prepared by the Town’s consultant.
G. Any responding personnel to the location of the odor complaints, including SMI and any other retained third-party firms, shall be trained in both the use of the N-Butanol scale as well as H2S data collection using an approved H2...