Citizen Complaint Form

Why a Complaint Form

Citizens have a right to register complaints regarding Town policies, procedures or the conduct of Town employees.  This form exists to document citizen complaints and the response of the Town.  It is hoped that this process will help to improve the services of the Town to all residents and property owners.

Impartial Review and Fairness… That’s the Goal

The Town of Florence adheres to a policy of investigating all signed complaints received. The goal of the Town is to provide for the fair, efficient and uniform treatment of complaints made to the Town.

The signed Complaint Form must be submitted to the Office of the Town Clerk.  The Town Clerk will forward the complaint to the Town Manager and appropriate Department Directors for action or resolution.  The Town Clerk will advise the complainant via mail or telephone of the actions taken by the Town regarding the complaint.  During the course of the investigation, the Town Manager or his/her designee will notify you concerning the status of your complaint.  The Town Manager or his/her designee will notify you of the findings of the investigation and/or review of the Town.  However, the Town cannot, by law, discuss any individual personnel actions that may result from your complaint.

If the Town Manager or designee deems the complaint to be criminal in nature, the complaint will be coordinated with the appropriate law enforcement agencies, following by possible personnel action.

PLEASE NOTE:  The Florence Police Department does not use this form.   Please contact the Police Department for more information.

Information Collection, Use and Access

Providing Personal Information Is Voluntary

You do not have to provide the personal information requested, such as your home address or telephone number, but we may not be able to contact you to receive more information regarding your complaint, or give notification of the status of your complaint.

PLEASE NOTE:  In order for a complaint to be received by the Town, the complainant must sign the complaint form.

Possible Disclosure of Personal Information.  In order to follow up on your complaint, we may need to share the information you give us with the department you complained about or with other government agencies.  This may include sharing any personal information you gave us.  The information you provide may also be disclosed in the following circumstances:

- In response to a Public Records Act request, as allowed by the Information Practices Act;
- To another government agency as required by state or federal law;
- In response to a court or administrative order, a subpoena, or a search warrant.