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(a) Complaint Process. OCEIA shall be responsible for accepting, investigating, and resolving complaints from persons alleging violations of this Chapter 91. A person alleging that a Department violated a provision of this Chapter may submit a complaint to OCEIA by either: (1) completing and submitting a complaint form; or (2) calling OCEIA and speaking with an employee who will document the complaint. Within 5 days of receiving the complaint, OCEIA shall notify the Department and commence an investigation. OCEIA shall resolve all complaints within 30 days of their receipt unless OCEIA finds good cause to extend the time resolving the complaint. OCEIA shall make a record of the resolution of the complaint and what action, if any, was undertaken by the Department in response to the complaint to ensure the Department's compliance with this Chapter 91.
(b) Department and City Board, City Commission, and Advisory Body's Complaint Procedure. If a Department, a City Board, a City Commission or a Advisory Body receives a complaint from an individual, it shall immediately forward a copy of the complaint to OCEIA. In addition, it shall cooperate in good faith with OCEIA in resolving the complaint within the applicable time frame.
(c) Annual Tracking of Complaints. OCEIA shall track the number of complaints received each year and maintain copies of all complaints and documentation of their resolution for a period of not less than 5 years.
(d) Quarterly Reports. On a quarterly basis, OCEIA shall submit a report to the Commission containing the following information: (1) the number of complaints filed during that quarter, including an analysis of individual cases with departmental trends; (2) the number of complaints filed for the year-to-date; (3) a comparison of those numbers with the filings for the previous year; and (4) a brief description of the nature of each complaint filed, including the Department named in the complaint, the violation alleged, the proposed intervention, whether the complaint was resolved or remains open, and what, if any, measures were implemented by the Department in response to the complaint.
(Added as Sec. 91.8 by Ord. 126-01, File No. 010409, App. 6/15/2001; redesignated as Sec. 91.9 and amended by Ord. 202-09, File No. 090461, App. 8/28/2009; redesignated and amended by Ord. 27-15, File No. 141149, App. 3/12/2015, Eff. 4/11/2015)