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    Complaints and Resolutions                       Bulletin 7000  10/19/01  
    Copyright (C) 2001, Coastal Security Systems, Inc.  All Rights Reserved.  
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    When any dealer or subscriber has a complaint about any aspect of Central
One's service it may be made verbally or in writing to any supervisor or
manager.  The supervisor or manager will fill out a form called, "Central One
Complaint and Resolution Form", showing:

1.  The date and time of the complaint.

2.  The name of the supervisor or person accepting the complaint.

3.  The name of the person making the complaint and whether this person
    represents the dealer or the subscriber.

4.  The dealer number and dealer's company name.

5.  The account number and subscriber name, if an individual account applies.

6.  Whether the complaint concerns dispatch, data entry or other operations.

7.  A concise and complete description of the complaint.

8.  The operator or employee's name and number if the complaint is about a
    particular operator or employee.  The supervisor will add the name of the
    responsible employee if it is not part of the complaint but is later found
    to apply, together with a classification (when determined):

    A.  Unhelpfulness/Attitude applies when there was no lack of job knowledge
        and no policy or procedure was violated yet the employee failed to
        resolve the caller's problem, was rude, or otherwise caused the
        complaint to be made.
    B.  Job Knowledge applies when the person complained about was unable to
        assist the caller due to lack of knowledge or gave the wrong information
        or assistance due to lack of knowledge.
    C.  Did Not Follow Policy or Procedure applies when the person complained
        about deviated from written policy or procedure.

    The supervisor or manager will research the complaint and make a written
description of the resolution.  The supervisor resolving the complaint will
add his or her id number and name to the complaint form together with a
resolution classification:

    A.  Unfounded.  After investigating the complaint we found no fault on
        the part of any employee and that the employee was following published
        policy and procedure.  An example of this would be a rudeness (unhelp-
        fulness/attitude) complaint where the employee was found to be polite
        and correct in the handling of a call.  Another example is a complaint
        that we did not make a required notification call and our tapes and
        phone switch log confirm the call was made.
    B.  Dealer Education.  The complaint resulted from a misunderstanding on
        the part of the dealer about how a particular scenario is handled
        under our standard procedure.
    C.  Employee Training or Warning.  The complaint was valid and would have
        been avoided if the employee had been more helpful, knowlegable, or
        had adhered to published policy and procedure.