FOOD AND NUTRITION SERVICES CUSTOMER COMPLAINT TRACKING
PROCEDURES 10/2016
It is the local county department of social services responsibility to handle all customer
complaints. Agencies must make every effort to respond to the customer timely and provide
follow-up regarding resolution when necessary. Do not refer customers to the State
Office or USDA.
All customer complaints received by workers, supervisor or agency call centers must be
tracked by local county department of social services via the Customer Complaint Log. The
logs will capture the information quarterly according to the respective tabs. The county is
responsible to analyze the logs quarterly, determine trends and take appropriate actions
when trends are identified, such as staff meetings, training, etc. The county will then submit
the logs to the state semiannually in April and October of each year. The Division will
analyze semiannually to determine need for potential statewide process improvement and/or
training.
INSTRUCTIONS
1. Enter your county name in the row 2 that is highlighted.
2. Maintain the log on a daily bases and analyze quarterly.
3. Analysis can be completed at the bottom of the log after row 734. DO NOT enter data
after row 734. If additional rows are needed, insert rows above line 734. Formulas have
been added below row 734 for counties analyze results according to the complaint reason
selected.
4. Any trends identified, must be addressed accordingly by staff meetings, trainings, etc
5. Complaint logs must be submitted to the Division semiannually to Cathy Smith at
[email protected] per the following ongoing schedule:
Complaint made on October 1
st
through March 31
st
: Due to the Division by April
30
th
.
Complaints made on April 1
st
through September 30
th
: Due to the Division by
October 31
st
If you have any questions regarding the Compliant Log, contact Cathy Smith at
919-527-6322 or email [email protected]
NOTE: DO NOT change the spreadsheet format and enter information only in
columns provided.
