Customer Grievance Procedure

Chester Metropolitan District strives for superior customer service. Our CSR staff will help customers to the best of their ability, however we are not always able to accommodate every request. Should a customer be unhappy with the outcome of a request, the following actions must be taken:

      1. Call or visit the CMD office at 155 Wylie Street. Speak with a Customer Service representative. If the CSR is unable to resolve the issue, they may refer you to a member of the Senior Management Team, or you may make an appointment at a later date with the Executive Director.
      2. If a meeting with CMD Staff is insufficient, you may request to meet with the CMD Board of Commissioners’ Customer Grievance Committee. Grievance Committee meetings are typically held during business hours on the first Wednesday of each month. The form below must be filled out to schedule an appointment with the Grievance Committee. These meetings are not open to the public and an appointment is required.

If you have general comments or complaints you would like the CMD Board of Commissioners to hear, you may attend the monthly Board Meeting. The Board Meetings are held on the second Tuesday of each month. To speak at a monthly board meeting, you must sign up 24 hours in advance. Public comment is limited to three (3) minutes per person. Neither the Board nor CMD Staff will respond to or discuss the situation at that time.

PLEASE NOTE: While the CMD Board of Commissioners does recognize public comment at their regular monthly meetings, they ask that customer service problems and complaints be addressed in the above manner. Commissioners are not involved in day-to-day operations of the District and are unable to satisfy customer service requests at Commission Meetings. Customers who wish to bring Customer Service complaints to the Board will be referred back to CSR staff to follow the proper channels.