To Present a Complaint, What do I do?

To present a matter of concern to the city organization or a specific department, you may call (918-1220) or come by City Hall at 298 West Washington.

There are basically two types of complaints:

INFORMAL: An informal complaint can be made verbally or in writing (no signature is required). 

1)      Maintenance of infrastructure:

If your problem has to do with an area of maintenance (pothole, traffic/street sign, tall grass, health hazard, etc.) the person helping you will fill out a "General Maintenance Request" form.  The form will then be routed to the proper department for resolution.  If you want to be contacted about the disposition of your request, you must provide a phone number at which you can be contacted.  If your problem is determined to be complex or sever, you may be asked for a written definition of the problem and a description of how the problem could be resolved.

2)      Treatment by or behavior of an employee:

In most cases, your problem does not need to be in writing and any employee at city hall or the public safety building can help you with your concern. A supervisor can take your complaint over the phone and fill out an informal complaint form.  No formal disciplinary action can be taken based on a verbal complaint.

Please note:  Vernon's Civil Statute Government Code 614.022 & 614.023 require all complaints against firefighters or police officers to be in writing in order to be considered by the Chief of the Fire or Police Departments.  The complaint must be in writing and signed by the complainant.  A copy must be submitted to the employee before disciplinary actions are taken.

FORMAL: A formal complaint must be in writing and must be signed by the complainant and witnessed by a supervisor or the city secretary.

If your problem has to do with a complaint against an employee or the way in which you were treated by an employee, and you wish to file a formal complaint, you will need to put your concern in writing.  Your complaint can be filed with the city secretary/designee (forms are available at the receptionist desk).  The complaint will be routed to the appropriate supervisor who will conduct a thorough investigation of your complaint, and you will be advised of the result and any action taken. 

It is suggested that complaints should be made as soon as possible after the incident, except in special cases (such as criminal misconduct or when good cause can be shown by the person complaining).  Complaints against employees must be made by the person who claims to be aggrieved. Other persons may give statements as witnesses.

 If you desire a response, you will be notified by either phone or in writing (whichever you prefer).

How do I express my opinion about Customer Service?

If a citizen wants to express his or her opinion (good or bad), the citizen can do so by filling out a "Customer Service Evaluation" form.  These forms are available in all departments and at the receptionist's desk.  The completed form can be returned to the receptionist or put in one of the comment/suggestion boxes.

Download the the forms here.