• Complaint Processing Procedure
• Filing a Formal Complaint

Complaint Processing Procedure

A consumer, Inspection Department, licensee or individual can lodge a complaint against a licensee or individual doing or offering to do heating, plumbing, fire sprinkler or fuel piping work, through this Board by completing a complaint form report.

Once a completed complaint form is received in our office the following steps are taken:

1. In most cases letters are sent to the following:
   a. Consumer, agency or entity filing the complaint
   b. Non-Licensed individual or the licensee

2. Complaints are reviewed by the Complaint Clerk to determine if it comes under the Board's statutory authority.

3. After the respondent is given an opportunity to respond, usually 10 days, the complaint is forwarded to the Resolution Committee for review.  A copy of the response letter is mailed to the consumer, agency or entity filing the complaint.

4. The Resolution Committee decides if the file should be marked CLOSED, LETTER OF CAUTION, RESOLUTION REVIEW CONFERENCE, INJUNCTION, OR FULL BOARD.  If further information is required before the Resolution Committee makes a decision, the file is forwarded to a Field Representative for further investigation.

5. If the complaint file is marked CLOSED, a letter is mailed to both the complainant and respondent.

6. If the complaint file is marked CAUTION, a letter of caution is mailed to the licensee or unlicensed individual highlighting areas of concern and need for improvement.  A copy of the Letter of Caution is also forwarded to the complainant.

7. If a complaint warrants a RESOLUTION REVIEW CONFERENCE both the respondent and complainant are notified by Certified Mail of the date, time and location of the conference to be held.

8. If a complaint warrants an INJUNCTION, the file is forwarded to the Board's Attorney and the Court System.  An injunction is an order entered against an individual enjoining them from performing any work requiring a license by this Board until properly licensed to do so. 

9. If a complaint warrants a FULL BOARD, Formal Hearings are heard before a quorum of the Board. Notices of Hearing are prepared by the Board’s Attorney. A copy is sent by Certified Mail to the respondent.

10. After Hearings are concluded, the Board receives all Exhibits presented during the Hearing. The Board panel secludes themselves for deliberation before rendering Board Findings.

Filing a Formal Complaint 

If you wish to file a complaint with the Board please download a Formal Complaint Form by clicking on the link below, or you may call the office at 919-875-3612 to request that a form be mailed to you.

Click here to download a Formal Complaint Form

 

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