Complaint
An individual was concerned about the potable water at a remote industrial camp and alleged that the Authority’s Environmental Health Services Branch (EHS) did not appropriately investigate. They felt it was unfair that the Authority had not adequately communicated with them, as they were not given an opportunity to discuss the matter or share their evidence.
Investigation
Upon learning about the complaint to our office, the Authority connected with our investigator to discuss the matter. The Authority proactively apologized to the Complainant and offered to work with them on addressing the issue. It also conducted its own investigation and identified improvements to its policies and procedures for handling future inquiries or concerns from the public.
Decision
Unfairness substantiated. The Authority’s lack of response to the water quality concern was unfair. We agreed with the Authority’s conclusion that it did not have a clear process for receiving, documenting, and following up on public reports about potable water issues.
Recommendations
Accepted. The Authority committed to developing a clear process that incorporates specific fairness standards outlined in the Fairness by Design, an Administrative Fairness Assessment Guide (2022). Our investigator commended the Authority for its exemplary collaboration in resolving this complaint.