COMPLAINT PROCESS –INVESTIGATION REPORT
Once you have received the report in the mail, open it immediately. Never ignore written correspondence from your licensing authority it may contain time sensitive information.
Once you have carefully read the report you need to take special note of any timelines that are included. In some cases, based on cited non-compliances, you may be asked to make specific corrections within a certain timeframe. If you agree with the citations, it is important to make the corrections and notify the originator of the report as soon as possible. Do not respond that you have corrected a citation until you have actually done so. You may receive a follow-up visit to assure the citations have been corrected and you do not want to be caught in a lie.
If you are unable to make a correction because of time or financial limitations, contact the originator of the report and explain your situation. In some instances, accommodations can be made, and your licensing authority will work with you, as long as they believe that you are sincere in your efforts to make the necessary corrections.
When applicable ask, if there are variances available that would allow you to meet the intention of a regulation in a different manner.
For example, if you have been cited because your outdoor play area is inappropriate for childcare, is it possible for you to use a local park as your approved outdoor space? You are allowed to request what is called a ‘variance’ that allows you to meet the intent of a regulation, if not the letter of the regulation.
If after reading the investigation report you determine that you do not agree with the report’s findings, you need to respond immediately.
• If you decide to challenge the findings in a written report, your response should be in writing, as well.
• Clearly document why you feel the findings and/or citations are inaccurate. Try to be concise and organize your response so that it coincides with the chronology included in the investigation report.
• Include any copies of evidence (i.e. attendance sheets, letters from individuals who witnessed the event) that will support your position. Do not waste time or energy including information you believe explains the motivation of the complainant unless it demonstrates why and how the complaint is false. Remember the ‘why’ someone complains does not mitigate the violation, if it occurred.
• Make it clear that you are submitting your information in response to an investigation report. You may want to include a copy of the report. Request a response, to your response, and include a reasonable timeframe.
• Make sure that you always send copies and not originals unless otherwise requested. Send your information in a manner that allows you to track its arrival. (certified mail or registered mail, for example)
• Be prepared to make follow-up phone calls or a personal visit, if you have not received a response within your stated timeline, in order to determine the status of your case.
Prompt attention and good documentation to any investigation will help to resolve the problem.