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Although the Division has implemented two
important elements of an effective complaint-handling process, ensuring that
the complaint process is easily accessible to the public and adequately
addressing complainants’ concerns when it provides a written response, it
needs to take additional actions to improve the management and oversight of
formal complaints about CPS. Specifically, the Division should clarify and
expand complaint policies and procedures to ensure complaints are processed
in a consistent and timely manner, centrally track and analyze information
on all formal CPS complaints to identify systemic problems and improve
services, and periodically review the complaint management process to ensure
it remains effective and efficient.
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