§ 2.60.115. Complaints.

A.

Any person may contact the Ombudsman by phone, letter, email, fax, in person, or by other means made available to the public by the Ombudsman's office.

B.

When possible, complaints will be reviewed for resolution through informal discussion with the complainant, review of agency action and consultation with all sides of a disputed action. If no basis for the complaint is discovered upon preliminary review, the complaint will be closed.

C.

The Ombudsman will review and investigate complaints substantially in order of the date received. When the resources of the office do not allow review of all complaints within a reasonable time, the Ombudsman may prioritize reviews according to, without limitation, these considerations:

1.

Complaints of an emergency nature requiring immediate review to prevent serious harm;

2.

Complaints involving time constraints, such as pending administrative or legislative action or public hearings;

3.

Complaints involving recurring systematic prejudice, harm, or disadvantage as the result of administrative action or decision.

D.

No fees shall be charged for the submission, investigation or pursuit of complaints.

E.

Complaints alleging serious personal improprieties or conduct shall be filed in writing, particularly when the complaint, if found justified, could lead to disciplinary action against an employee.

F.

The Ombudsman may establish additional office procedures for receiving and processing complaints, conducting investigations and reporting findings.

(No. 2017-40 , § 4, 3-21-17)