Grievance Procedure

EQUAL ACCESS TO FACILTIES AND ACTIVITIES

Maximum opportunity will be made available to receive and resolve citizen comments, complaints, grievances, or inquiries. 

STEP 1:

The ADA Coordinator will be available to meet with citizens and employees during business hours.

When a complaint, grievance, request for program policy interpretation or clarification is received either in writing or through a meeting or telephone call, every effort will be made to create a record regarding the name, address, and telephone number of the person making the complaint, grievance, program policy interpretation or clarification. If the person desires to remain anonymous, he or she may.

A complaint, grievance, request for program policy interpretation or clarification will be responded to within 10 working days (if the person making the complaint is identified) in a format that is sensitive to the needs of the recipient, (i.e. verbally, enlarged type face, etc).

Copies of the complaint, grievance, request for program policy interpretation or clarification and response will be forwarded to the appropriate town agency (i.e. recreation department, conservation commission). If the grievance is not resolved at this level it will be progressed to next level.

STEP 2:

A written grievance will be submitted to the ADA Coordinator. Assistance in writing the grievance will be available to all individuals. All written grievances will be responded to within 10 working days by the ADA Coordinator in a format that is sensitive to the needs of the recipient, (i.e. verbally, enlarged type face, etc.). If the grievance is not resolved at this level it will be progressed to the next level.

STEP 3:

If the grievance is not satisfactorily resolved, citizens will be referred to the Assistant Town Manager and Town Manager (if necessary), with whom local authority for final grievance resolution lies.