State Parks & Cultural Resources Department

Recreation - Concessions, Leasing

Chapter 13: Grievance Procedure

Effective Date: 01/29/1999 to Current

Rule Type: Current Rules & Regulations

Reference Number: 024.0012.13.01291999

CHAPTER 13

Grievance Procedure

Section 1. Complaints from the Public.

(a) From time to time, there may be complaints from the public concerning accommodations, food, service, maintenance and other items. The Concessionaire must satisfactorily respond to such complaints within seven (7) days and provide a written copy to the Division.

(b) In the event that there is not an immediate resolution to the complaint and the customer insists, the Concessionaire is to refer the customer to the Park Superintendent who will attempt to mediate the problem. If the matter still cannot be resolved, at the Park Superintendent's discretion, the matter may be presented to the Division Director or his designated representative.

(c) Complaints directed to the Division must be in writing from the complaining party and must specify the following:

1. (i) Specific park, location within the park and concession within the park,
2. (ii) Date and time of incident,
3. (iii) Description of the occurrence,
4. (iv) What attempts were made to resolve the issue,
5. (v) Why those proved unsuccessful,
6. (vi) What, if anything, would resolve the issue.

The Division Director or his designated representative will research the issue and then respond, in writing, to the complaining party, concessionaire and Park Superintendent within seven (7) days of receiving the Concessionaire's reply. The written decision of the Division Director shall be final. A copy of the decision shall be forwarded to the complaining party, the Concessionaire and the Park Superintendent.

Section 2. Conflicts Between Concessionaire and Park/Site or Division Personnel.

(a) Compliance or operational questions shall be directed to the Park Superintendent.

(b) If the problem cannot be resolved at the park level, the Division shall be contacted. In addition:

1. (i) The Park Superintendent shall submit a letter addressing the issue with

copies of the documentation to the Division and Concessionaire.

(ii) The Concessionaire shall submit a letter addressing the issue to the Division and provide a copy to the Park Superintendent.

(iii) The Division Director shall mediate the issue. It will be at the Division Director's discretion to present the issue to the Commission for their consideration and recommendation.

(iv) Should the decision be made to present the issue to the Commission, a telephone conference call may be used to expedite the process.

(v) The written decision of the Division Director shall be final.

(c) When Concessionaires fail to meet contract standards and remediation is unsuccessful, the state may move to terminate the contract with the aid of the Wyoming Attorney General.