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PAGE 89 | RFQ 26-07-01; CITY OF SUNNY ISLES BEACH CONTINUING PROFESSIONAL ARCHITECTURAL AND ENGINEERING CONSULTING SERVICES <br />(CCNA) <br />TAB 4 - APPROACH AND METHODOLOGY <br />| Complaint Resolution and Communication <br />CHA prides itself on work that is both technically proficient and guided by the highest ethical standards, and will address all <br />complaints in a timely, professional, and solution-oriented manner. Any complaint received from the City, regulatory agencies, <br />stakeholders, contractors, or members of the public will be documented upon receipt, acknowledged promptly, and evaluated <br />by the Project Manager to determine its nature, urgency, and appropriate course of action. The Project Manager will coordinate <br />with the appropriate technical staff to investigate the issue, develop corrective measures if necessary, and provide a clear <br />response outlining the findings and proposed resolution. When appropriate, preventive measures will also be implemented to <br />reduce the likelihood of similar issues occurring during the remainder of the project. <br />The City's Project Manager will be notified of all significant complaints as soon as practicable along with the CHA's preliminary <br />assessment and proposed plan for resolution. CHA will maintain open communication throughout the resolution process <br />by providing periodic status updates until the matter has been satisfactorily addressed and closed. All complaints, actions <br />taken, and final resolutions will be documented in the project records to ensure transparency, accountability, and continuous <br />improvement in project delivery.