Issue link: https://hi.iaq.net/i/630729
16 Section 3 the support and cooperation of building occupants as the complaint is investigated and resolved. The messages to convey are that management believes it is important to provide a healthy and safe building, that good indoor air quality is an essential component of a healthful indoor environ- ment, and that complaints about indoor air quality are taken seriously. Communications, whether they occur in conversations or in writing, should include the following information: ■ what types of complaints management has received ■ management's policy in regard to providing a healthy and safe environ- ment and responding to occupant complaints ■ what management has done to date (e.g., collecting data, responding to the problem) ■ what management plans to do in order to further investigate and correct the problem (including the fact that outside consultants have been called in, if they have been) ■ the names and telephone numbers of appropriate facility management, medical, or health and safety staff to whom the occupants should turn if they have additional complaints or questions, or if they have information that may help in resolving the complaints Maintaining the Lines of Communication Make certain that occupants know how to contact the responsible personnel who can receive and respond to IAQ complaints. Tenants may also have an internal system for channeling complaints, for example through a health and safety representative, supervisor, or company doctor. Indoor air quality complaints that can be resolved quickly and that involve small numbers of people (e.g., annoying but harmless odors from an easily-identified source) can be handled matter-of-factly like other minor problems without risking confusion and bad feeling among other building occupants. Communication becomes a more critical issue when there are delays in identifying and resolving the problem and when serious health concerns are involved. Sample Form Incident Log Investigation Record (check the forms that were used) Date File Number Outcome / Comments Log Entry By (initials) Problem Location The messages to convey are that management believes it is important to provide a healthy and safe building, that good indoor air quality is an essential component of a healthful indoor environment, and that complaints about indoor air quality are taken seriously. SEE COMPLETE FORM PAGE 183