Issue link: https://hi.iaq.net/i/630729
Effective Communication 15 Complaints should be handled promptly, with every incident given serious attention. It is advisable to establish a recordkeeping system that cross-references documentation on complaints with records of equipment operation and maintenance. The recordkeeping system can help to resolve complaints by collecting information in a form that highlights patterns of problems (for example, complaints that occur at a regular time of day or in the same area of the building). The IAQ Complaint Form and Incident Log shown here and on the following page (and also reproduced in Tab V) can be used to track complaints related to the indoor environment. COMMUNICATING TO RESOLVE IAQ PROBLEMS In many cases, building managers may be alerted to potential indoor air quality problems by complaints from occupants. The complaints can be vague, to the effect that one or more people feel "sick" or "uncomfortable" or that someone has noticed an unusual odor. They may be specific, blaming a particular material as the cause of discomfort or health problems. People are usually reacting to a real problem, so their complaints should be taken seriously. However, they may attribute their symptoms to the wrong cause, so their theories about the problem should be heard respectfully but weighed cautiously. Indoor air quality problems can sometimes be identified and resolved quickly. On other occasions, complaints originate from the interaction of several variables, and detailed investigation may be necessary in order to resolve the problem. The Importance of Responding to IAQ Complaints Listening and responding to building occupants is critical to achieving a successful resolution of indoor air quality complaints. IAQ complaints may be grounded in poor indoor air quality, thermal conditions, noise, glare, or even job stresses. However, it is in the building manager's best interest to respond to all complaints about the indoor environment promptly and seriously and to establish credibility through open communication with building occupants. The biggest mistake that building managers can make in the face of an IAQ complaint is to underestimate the problems that can result if building occupants believe that no action is being taken or that important informa- tion is being withheld. Without open communication, any IAQ problem can become complicated by anxiety, frustra- tion, and distrust, delaying its resolution. Paying attention to communication, as well as problem-solving, helps to ensure Sample Form Indoor Air Quality Complaint Form This form should be used if your complaint may be related to indoor air quality. Indoor air quality problems include concerns with temperature control, ventilation, and air pollutants. Your observations can help to resolve the problem as quickly as possible. Please use the space below to describe the nature of the complaint and any potential causes. We may need to contact you to discuss your complaint. What is the best time to reach you? So that we can respond promptly, please return this form to: IAQ Manager or Contact Person SEE COMPLETE FORM PAGE 181