If a citizen wants to make a formal complaint about service, what should you do?

When a citizen wishes to make a formal complaint about service, the most appropriate course of action is to refer them to the proper office for handling complaints. This ensures that their concern is managed by trained personnel who are equipped to properly address and resolve issues related to service shortcomings. It also maintains professionalism and ensures that the complaint is documented and processed through the appropriate channels.

Handling the complaint personally may lead to inadequate resolution, as employees might not have all the necessary resources or authority to address specific issues. Asking a citizen to write a letter can be cumbersome and may not provide immediate assistance. Ignoring the complaint entirely is unprofessional and can damage the relationship between the public and the sanitation service, as it disregards the citizen's right to express concerns and seek remedies. Referring the citizen to the appropriate office not only upholds systematic processes but also offers reassurance that their complaint will be taken seriously and addressed appropriately.