CVSA Complaint Control Procedures

1. Type 1- This complaint would constitute improper application or interpretation of motor carrier safety regulations, hazardous material regulations, or the out-of-service criteria.
   
   
2. Type 2- Violations involving the CVSA Decal. These violations would include: failing to recognize a decal properly placed upon a vehicle by another member jurisdiction; failing to issue a decal to a vehicle passing inspection; improperly issuing a decal, and, placement of a decal on a vehicle by an unauthorized person.
   
   
3. Type 3- MOU Violations. Any type of violation which may occur involving a subgrant agency jurisdiction.
   
   
4. Type 4- Unqualified person conducting an inspection.
   
   
5. Type 5- Complaints concerning size, weight or other traffic enforcement issues.
   
   
6. Type 6- Non-Jurisdictional Complaints. A Non-Jurisdiction Complaint will only be forwarded to the member jurisdiction for informational purposes. No complaint number will be assigned.

1. Generally, the CVSA policy is to investigate written, signed complaints only. Individuals should be informed of this policy and encouraged to submit their complaint in writing. The complainant should be encouraged to include copies of all supporting materials, including: inspection documents, names of inspectors, dates, times, location, etc.
   
   
2. All written complaints will be date stamped on the day of receipt. This date will constitute the date of assignment on the Complaint Register.
   
   
3. Responsibilities of CVSA Headquarters Staff
   
   1. The Headquarters staff member receiving a complaint should review the complaint to determine the area of jurisdiction, assign a complaint number from the Complaint Register, determine the type of complaint (see paragraph 3), and complete the applicable portions of the register.
      
      
   2. Forward the complaint to the appropriate member jurisdiction for investigation.
      
      
   3. Acknowledge the complainant's letter in accordance with paragraph 7a.
      
      
   4. Attach a Complaint Journal to the complaint.
      
      
   5. Record on the journal any action taken during the course of the investigation.
      
      
   6. Complete Complaint Register and Complaint Journal entries at the conclusion of the investigation.
   
   
4. Responsibilities of Member Jurisdictions Receiving Complaints Against Another Member Jurisdiction
   1. A member jurisdiction receiving a complaint alleging violations by another member jurisdiction should forward the complaint to CVSA Headquarters.
      
      
   2. Forward a courtesy copy of the complaint to the member jurisdiction against which the complaint was filed.
   
   
5. Responsibilities of Member Jurisdictions Receiving Complaints
   1. A member jurisdiction receiving a complaint alleging violations by members of its organization should contact the CVSA Headquarters for assignments of a complaint number. Forward a copy of the complaint to CVSA Headquarters.
      
      
   2. Assign the complaint for investigation in accordance with internal agency procedures for handling such matters.
      
      
   3. Notify the complainant upon conclusion of the investigation in accordance with paragraph 7b.
      
      
   4. If a "Type 1" complaint is "sustained" and involves the entry of erroneous information into the Safetynet system, the jurisdiction shall take appropriate action to correct or remove the flawed data from Safetynet.
   
   

1. The CVSA Headquarters is responsible for maintaining a Complaint Register of violations specified in Paragraph 1.
   
   
2. All complaints will be assigned a complaint number.
   
   
3. The complaint number shall consist of five numeric digits and a two letter jurisdiction identifier e.g., 94-001-MT. The structure and meaning of the complaint number is as follows:
   
   
   1. 94- Denotes calendar year in which complaint was received.
      
      
   2. 001- Three digit consecutive number of each complaint registered for the given calendar year. Use leading zero(s) as necessary for a three-digit number.
      
      
   3. MI- The two letter abbreviation for the jurisdiction against which the complaint was filed.
   
   
4. Complaint numbers will run from January 1 to December 31 of the current year. The date received as recorded on the register will be the date assigned.
   
   
5. When it is obvious that the allegations contained in the complainant's correspondence do not concern CVSA activities, the complaint will not be recorded on the Complaint Register. For example, the CVSA would be without jurisdiction over the economic regulations administered by a jurisdiction, internal personnel matters, or the handling of routine traffic violations. A complainant will be advised by letter that the CVSA is without jurisdiction in the matter and the complaint or request for assistance is being forwarded to the appropriate agency for informational purposes only, and no action or response will be requested. Copies of such correspondence shall be retained at CVSA Headquarters.

1. All complaint investigations should be completed within 60 working days from the date of receipt.
   
   
2. The CVSA Headquarters will contact member jurisdictions for the current status of any investigation, which has not been returned within the 60 working day turn around.

1. Upon receipt of a complaint, acknowledgement to the complainant that CVSA has received the complaint will be sent within 7 working days.
   
   
2. Upon completion of the investigation, the complainant will be notified by the investigating member jurisdiction within 7 working days. These notifications should address the specific areas of non-compliance and the action taken to correct the situation. Copies of these notifications shall be forwarded to CVSA Headquarters.