To ensure that it can monitor the satisfaction individuals have with the resale record program and that it has a uniform approach for resolving complaints, Novato should develop a process for tracking the complaints it receives. In addition, Novato should develop a formal policy that describes how staff should evaluate complaints, and it should document its activities associated with resolving complaints, such as the resolution and the rationale for the resolution. The city should also establish a designated location in its database to record this information.
As noted in the May 23, 2016 response, a complaint/dispute process has been created an is being implemented, including creation of a complaint form (previously attached) and a dispute resolution procedure (previously attached).
A complaint/dispute process has been created and is being implemented. A dispute submittal form has been prepared (see Attachment 1), allowing the public to disagree with the findings of the resale inspection in written form. A dispute resolution procedure has also been created (see Attachment 2) and is being implemented to direct staff and clarify for the public the steps which will be followed in the resolution of the dispute, including a decision by the Community Development Director within 10 working days and the ability to appeal this decision to the City's Zoning, Housing and Building Codes Appeals Board. The procedures also include direction to enter the disputes received into the City's permit tracking system to retain the data, including outcomes of the disputes.
This recommendation has been fulfilled.
Although the city identifies that the complaint/dispute process was implemented in May, the city later clarified to us that the process will be initiated by July 1. We look forward to learning of the city's progress when it submits its six-month response.
Agency responses received are posted verbatim.