This document establishes a uniform procedure for reviewing and resolving customer complaints regarding fees charged or paid. It outlines the steps staff should take to thoroughly research complaints by checking records in the Chameleon database and backup files. Late fees may be waived if certain criteria are met. All decisions and communications must be documented in the database. Refund requests are forwarded to a specialist and Auditor notifications are made for any invoice modifications.

1. Number: 500.17
SUBJECT: REVIEW AND RESOLUTION OF CUSTOMER COMPLAINTS
REGARDING FEES
Page: 1
Date: 3/21/02
Approved: RYAN DRABEK, DIRECTOR Revised: 3/10/11
I. PURPOSE
To establish a uniform procedure to ensure that customer complaints regarding fees charged or
fees paid are adequately reviewed and documented in the Chameleon Animal Management
System.
II. POLICY
Complaints or concerns received from the public via mail, telephone, or in person regarding fees
charged or fees paid shall be reviewed thoroughly in a timely manner. The resolution of the
issue shall be documented in Chameleon’s Person ID and/or Animal ID Memo. Mailed
correspondences shall be scanned into the Chameleon Tag window and kept on file for the
appropriate amount of time per records retention guidelines and audit purposes.
III. SCOPE
Applicable to the Customer Service Supervisor or designee responsible for the review and
resolution of customer complaints.
IV. FORMS
Transmission Log of Mailers (attachment A)
License Notification Back-up Zip File (attachment B)
Credit Memo and Discharge of Accountability Log (attachment C)
V. REFERENCES
Policy and Procedure 500.46 Request for Refunds
Auditor/Controller’s Procedure for Credit Memo and Discharge of Accountability
VI. DEFINITIONS
Not applicable.
VII. PROCEDURE

2. Number: 500.17
SUBJECT: REVIEW AND RESOLUTION OF CUSTOMER COMPLAINTS
REGARDING FEES
Page: 2
Date: 3/21/02
Approved: RYAN DRABEK, DIRECTOR Revised: 3/10/11
A. Customer Service Supervisor
Upon receipt of a customer complaint via mail, telephone or in person, proceed as
follows:
1. Retrieve the owner/custodian’s information from the Chameleon database
to become familiar with the facts on record, e.g., past payment history,
number of dogs licensed, and notes on past transactions.
2. If the owner/custodian is requesting an adjustment of a late fee, do the
following:
a. Review the database “Transmission Log of Mailers” for the date
range in question to verify the specific date renewals were mailed.
b. Pull up the back-up “zip file” for the license transmission date on
H:LicenseBACKUP. Open up the NOTICE.RN file and search by
pet license number, owner/custodian’s name or address to find the
person in question and verify that the notice was sent to them.
c. Locate the FSSI back-up CD for the same date in the Senior Office
Supervisor’s office assigned to the Phone Room. Search by the
PID and print out a copy of the renewal notice.
3. Late fees may be waived for the following reasons:
a. Verification of the billing invoice is not found and the payment
history does not show a prior late payment.
b. The customer has never licensed with us before and was unaware
of the licensing requirement.
c. Should the customer owe multiple years of licensing and late fees
and is willing to pay for all years of licensing and one late fee
immediately, in the interest of licensing compliance and customer
service, the remaining late fee(s) may be waived.

3. Number: 500.17
SUBJECT: REVIEW AND RESOLUTION OF CUSTOMER COMPLAINTS
REGARDING FEES
Page: 3
Date: 3/21/02
Approved: RYAN DRABEK, DIRECTOR Revised: 3/10/11
d. The customer made a reasonable effort to comply with the
deadline, but was unable to do so because of a serious illness of
their own or that of a close family member (spouse, parent or
child).
e. Death of the owner or close family member (spouse, parent or
child).
f. The customer moved within OC Animal Care’s licensing
jurisdiction and the licensing notice was delayed.
4. If it is determined that the late fee is due, proceed as follows:
a. Create a memo in the Chameleon Person ID and/or Animal ID
Window stating what decision was made regarding the late
payment and why.
b. Enter the date and your name.
c. Notify the owner/custodian via telephone, in person or in writing
that the late fee is due.
d. Notify the owner/custodian what the follow up action may be if the
fee is not paid in a timely manner.
e. Maintain a file copy of all correspondences received and letter
responses sent along with a memo documenting each telephone
conversation in the Person ID and/or Animal ID Memo in
Chameleon. Correspondences shall be scanned into the Chameleon
Tag window and kept on file for the appropriate amount of time
per records retention guidelines and audit purposes.
5. If it is determined that the late fee can be waived, proceed as follows:
a. Create a memo in the Chameleon Person ID and/or Animal ID
Window stating what decision was made regarding the late
payment and why.

4. Number: 500.17
SUBJECT: REVIEW AND RESOLUTION OF CUSTOMER COMPLAINTS
REGARDING FEES
Page: 4
Date: 3/21/02
Approved: RYAN DRABEK, DIRECTOR Revised: 3/10/11
b. Enter the date and your name.
c. Notify the owner/custodian via telephone, in person or in writing
that the late fee has been waived. Advise owner/custodian that OC
Animal Care is only able to waive one late fee per pet owner; that
it will be their responsibility to note the expiration date and to pay
on time from this date forward and that they will be responsible for
any future late fees that are incurred on this or other pets.
d. Maintain a file copy of all correspondences received and letter
responses sent along with a memo documenting each telephone
conversation in the Person ID and/or Animal ID Memo in
Chameleon. Correspondences shall be scanned into the Chameleon
Tag window and kept on file for the appropriate amount of time
per records retention guidelines and audit purposes.
6. If the owner/custodian is requesting a refund of a license fee previously
paid, proceed as follows:
a. Check the Chameleon database to determine if the animal was
subject to licensing at the time payment was made.
b. Forward all information to the Staff Specialist assigned to prepare
requests for refund.
c. Document the request for refund in the Chameleon database.
d. Refer to P&P 500.46 for additional information on the complete
refund procedure.
7. If a customer’s outstanding balance has been forwarded to
Auditor/Controller for collection, refer to Auditor/Controller’s procedure
to notify the Accounting Supervisor and designee(s) of any invoice
modifications. Complete the Credit Memo and Discharge of
Accountability Log and forward to the Accounting Supervisor and
designee(s) after a designated supervisor has approved the modification.

5. Number: 500.17
SUBJECT: REVIEW AND RESOLUTION OF CUSTOMER COMPLAINTS
REGARDING FEES
Page: 5
Date: 3/21/02
Approved: RYAN DRABEK, DIRECTOR Revised: 3/10/11