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Customer Complaints/Requests

  • 14 Feb 2017 12:38 PM
    Message # 4609039

    How does your Water Utility deal with customer complaints and requests?  Does the Water Quality Lab handle any customer complaints? 

  • 15 Feb 2017 11:13 AM
    Reply # 4610906 on 4609039
    Ruth Hecker wrote:

    How does your Water Utility deal with customer complaints and requests?  Does the Water Quality Lab handle any customer complaints? 

    Yes, the lab deals with all complaints & requests. I usually try to deal with the issue over the phone first, because it's almost always chlorine smell, stinky garbage disposal, or a dry p-trap. But otherwise, we (2 staff) go to the resident's home and take a sample (rarely do we do a bact), then send them their results in the mail. Just a side note too, if customers ever request lead or copper sampling, that data has to be sent to the State. Hope that helps! 
  • 08 Mar 2017 1:36 PM
    Reply # 4655489 on 4609039

    The Thornton lab folks also do customer complaints.  Most come in by phone.  We get some emails.  A very few of our customers use our online WQ reporting/complaining software. I like the software because customers can submit surveys on how well we did.  It's really helpful to improve customer service skills.  I've heard other BIG water providers may have their own customer service department?

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