Complaint Investigation

Overview

The EPC has broad authority under its enabling Act and SOA to respond to complaints related to wastewater and water quality affecting Hillsborough County. Each year the Water Management Division receives hundreds of these types of complaints and responds to each and every one. Responding to complaints is viewed as one of the EPC’s primary responsibilities to the community. As such, the Water Management Division dedicates a significant portion of its staff to this activity.

The Complaint Process

Most complaints are received by telephone from ordinary citizens who have a concern about a particular activity. Other government agencies as well as EPC staff generate other complaints. Complaint information is documented and then assigned to staff for investigation. The level of response to a complaint is dictated by the information received and the threat to the environment. Some complaints may only required a phone call to resolve while others require a field visit and water sampling. Nonetheless, all complaints are investigated within five days of receipt. Those wishing to follow up with a complaint may call the Compliance Assurance Section, refer to the complaint number, and receive a status report of their complaint. 

To the extent possible, the Compliance Assurance Section will work with alleged violators to resolve problems. With the cooperation of the responsible party, many complaints can be resolved without resorting to issuance of a warning notice or initiation of formal enforcement action. The section has the flexibility to work at the complaint level for up to 90 days before having to escalating the complaint to the next level of action.

If a complaint can not be resolved or if the investigation findings dictate a more formal course of action is appropriate, a warning notice is issued to place the alleged violators on notice that the EPC believes a condition exits which requires a quick and aggressive response to correct the alleged violations. Understanding that some problems are complex and required an extended period to correct, warning notices may remain open for up to 180 days before formal enforcement must be considered. Upon successful completion of corrective actions the alleged violator is notified, the warning notice is closed and the information is filed.