1. Describe the process used in the building to receive, document and respond to complaints (such as IAQ, temperature, smell, dust, dryness etc.)
2. The Occupant Service Request Program must include the following components:
   1. • • A mechanism to ensure that all service requests are reviewed and acted upon within 1-2 weeks, unless otherwise specified (e.g., critical area or critical equipment) – see Other Notes
        • Information on the origins of the service request
        • Information on the status of the service request (e.g., in progress, resolved, etc.)
        • Information on the corrective action taken.
3. Service requests must be reviewed and acted upon within 1-2 weeks, unless otherwise specified (e.g., critical area or critical equipment).
4. Ensure there are considerations and directions provided for when a complaint can be handled by on-site maintenance staff and where the complaint requires escalation to bring in a third-party
5. Describe procedures to follow if issues require more time to resolve

The Occupant Service Request Program must have a mechanism in place for recording the following information:

• Incident log number
• Occupant name, company and department, location in building.
• Date complaint was received
• Description of complaint
• Suggested cause
• Summary of problem
• Actions completed
• Date of occupant interview (if applicable)
• Remedial action report
• Date of when occupant was advised about actions taken
• Additional details (as required)