Complaints

The purpose of this procedure is to ensure that all concerns, issues, or complaints from the public related to Parks and Recreation services, programs, and facilities are addressed in a timely, fair, and transparent manner. We are committed to maintaining a high standard of service and will use feedback to continuously improve our operations.
Scope
This procedure applies to all individuals who use or participate in Parks and Recreation programs, services, or facilities, including visitors, participants, parents, and staff.
How to File a Complaint
Complaints can be made in person, by phone, by email. All complaints should be directed to the appropriate Parks and Recreation staff member or department representative. The following steps outline the process for submitting a complaint:

1. Informal Resolution
   
   • We encourage individuals to first attempt to resolve the issue directly with the staff member or program leader involved. Most concerns can be addressed at this level.
   • If the issue is not resolved or if the complainant prefers not to engage directly, they may proceed to file a formal complaint.
2. Formal Complaint Process
   
   • Submission: Complaints must be submitted in writing via email.
   • Details: The complaint should include the following:
     • Name and contact information of the complainant
     • Date and time of the incident
     • A detailed description of the concern or issue
     • The name of any staff involved (if applicable)
     • Any steps already taken to resolve the issue (if applicable)
   • Acknowledgment: All formal complaints will be acknowledged within 3 business days of receipt.
3. Investigation and Resolution
   
   • The Parks and Recreation Department will review the complaint, gather necessary information, and conduct a thorough investigation if needed.
   • The complainant will be informed of the outcome within 10 business days. If the issue requires more time for resolution, the complainant will be notified with an updated timeline.

Confidentiality
We will handle all complaints confidentially and protect the privacy of those involved, unless disclosure is required by law or necessary to resolve the issue.
Non-Retaliation
The Parks and Recreation Department is committed to ensuring that individuals who file complaints are not subject to retaliation or discrimination. Any retaliation against a complainant will not be tolerated and will be addressed appropriately.
Commitment to Improvement
We value feedback from our community members. All complaints are reviewed to identify any patterns or areas for improvement. Steps will be taken to address systemic issues and enhance the overall experience of park and recreation services.

Complaints can be submitted to smullen@easthamptonct.gov