Step 8: | Establish Procedures for Responding to IAQ Complaints |
Reference: Building Air Quality: Section 3, "Effective Communication: Establish a System for Responding to Complaints," Pages 1317. Purpose: To ensure adequate and timely response to occupant complaints and to prevent small complaints from becoming major health or comfort problems.
Occupant complaints about IAQ may be vague or specific, but they should always be taken seriously and investigated fully. In many cases, the IAQ Manager may be first alerted to potential IAQ problems by occupants. Establishing procedures for responding to and resolving complaints will ensure that all complaints are handled in a consistent and fair manner. If building occupants know that they will get a response, they will be more likely to provide prompt, helpful input about building conditions.
Specific Steps: | |
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Prepare and follow clear procedures for recording and responding to IAQ complaints, including:
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Inform building staff of these procedures. |
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Inform building occupants and/or tenants of these procedures and periodically remind them how to locate responsible staff and where to obtain complaint forms. |
Examples of complaint forms, incident log forms, occupant interview forms and occupant diary forms can be found in the Building Air Quality guide on pages 181 through 187.
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