Complaints

Font Size: + -

Feedback Print

One Page Complaint Guidance (please read first)

For emergencies, call 9-1-1.

It is critical to provide the ECMC with enough information to respond to your complaint. Of particular importance is a detailed description of the issue and specific information regarding the location where the issue occurred (or is occurring). Without enough detail, the ECMC will not be able to process or investigate the complaint and, therefore, the ECMC will have no choice but to discard the complaint.

Questions and Answers

Complaints
- Can I file an anonymous complaint?
  Yes. In order to file your complaint anonymously, answer "No" to the complaint form question: "Will you provide your personal information for this complaint?".
  
  Please note, should you choose to file an anonymous complaint, ECMC will not be able to contact you should we require more information to investigate your complaint, potentially requiring us to close the complaint without investigation. Also, without contact information ECMC will not be able to provide you with complaint resolution information.
- I’m not satisfied with the results of my complaint. What are my rights?
  All complaints received by the ECMC are initially assessed to determine if the complaint is related to an issue within the ECMC's jurisdiction. If staff determines that the issues in the complaint are within the ECMC's jurisdiction, then an investigation will be performed by ECMC staff and the results will be communicated to you in writing. If you disagree with the ECMC's action or investigation results, as a complainant you have certain rights per ECMC rules. Specifically:
  
  Complainant rights related to ECMC's decision that no violations occurred related to a written complainant:
  1. Per Rule 522.b.(4).(A) the complainant may file a Petition for Review requesting the commission hear an objection to the decision to not issue a Notice of Alleged Violation (NOAV). The procedure and requirements for filing a Petition for review are outlined in 522.b.(5) and 522.b.(6). The Complainant will have 28 days from receiving the decision to file a Petition for Review.
  2. The Complainant may make a public comment at a Commission hearing. View a schedule of Commission hearings.
  Complainant rights related to ECMC's decision that violations did occur as a direct result of a written complaint:
  1. If a written complaint leads to the issuance of a NOAV, the Complainant will be informed of the terms of a draft settlement and given an opportunity to comment on the settlement, called an Administrative Order of Consent (AOC), between the operator and the ECMC per Rule 522.b.(3).
  2. The Complainant may object to the terms of a final proposed AOC, per Rule 522.b.(4)(B). The Complainant will have 28 days from the date receiving the finalized settlement to formally object.
  3. The Complainant may make a public comment at a Commission hearing. View a schedule of Commission hearings.
  Further information on what steps are required to file a Petition for Review, and the steps required after such filing, can be obtained by contacting the ECMC Hearings and Regulatory Affairs Manager. Complainant rights and responsibilities are contained within the 500 Series Rules of Practice and Procedure.
- What is the minimum information required to process and investigate my complaint?
  In order for ECMC staff to process and investigate a complaint, the following information is required:
  - What: A detailed description of the issue(s) you are experiencing.
  - Where: Be as specific as possible regarding the location where the issue(s) are occurring. A street address, cross streets, county roads, or the name of the well location work best.
  - How: How can the ECMC contact you to follow up?
  Without this information, the ECMC will not be able to investigate the complaint and, therefore, the ECMC will have no choice but to discard the complaint.
- What should I expect after I file a complaint?
  The following are the actions and responses you should expect from the ECMC after you file a complaint:
  1. If necessary, ECMC staff will contact you to ask clarifying questions to ensure the complaint is documented accurately and assigned to the correct ECMC technical expert.
  2. Within two business days of receiving the complaint, ECMC staff will email you a fact sheet explaining the procedure(s) for investigating type of complaint you have filed or the ECMC technical expert assigned to investigate the complaint will contact you to explain the process.
  3. A formal letter will be sent to you when the complaint is closed/resolved. This letter will include actions taken, findings, relevant ECMC document numbers related to the investigation and your rights as a complainant. ECMC strives to close/resolve all complaints within 60 days of receiving the complaint, however some complex or ongoing issues may take longer.