When there is a complaint concerning the collection system, the operator should

• A. Ignore complaints
• B. Respond as soon as possible to all complaints concerning the collection system.
• C. Refer to supervisor only
• D. Respond only to major complaints

Answer: (B)

Promptly addressing complaints about the collection system is essential because it helps protect public health, maintain service reliability, and prevent small issues from becoming larger problems. Responding as soon as possible to all complaints allows the operator to quickly identify the source of the problem—such as a blockage, leak, or lift station issue—and take corrective actions before backups, overflows, or sewer spills occur. This rapid, proactive approach also supports accurate record-keeping, enables trend detection, and demonstrates responsible management to customers and regulatory agencies.

Ignoring complaints lets issues worsen and erode trust. Referring to a supervisor only slows down the response and delays repair. Responding only to major complaints misses opportunities to catch smaller problems that could escalate into bigger failures.