EXHIBIT H
Complaint Resolution Program
APPLICATION TO THE OHIO POWER SITING BOARD FOR A
CERTIFICATE OF ENVIRONMENTAL COMPATIBILITY AND PUBLIC NEED FOR THE
Case No. 24-0801-EL -BGN
Grange Solar Grazing Center
Complaint Resolution Program
1. INTRODUCTION
Grange Solar, LLC (“Grange”) has developed a complaint resolution program for implementation during the siting, construction, and operation of the Grange Solar Grazing Center (“Project”) to provide an effective process for identification and resolution of concerns voiced by members of the community. Grange is committed to complying with requirements established through the Ohio Power Siting Board (“OPSB”) and other regulatory processes, and to establishing an accessible process for community members to voice concerns and for those concerns to be addressed as quickly and effectively as possible. Maintaining detailed records of all complaints and resulting actions is an important aspect of the complaint resolution program. Grange’s policy is to take all reasonable and necessary actions to rectify legitimate interference or disturbances that are a direct result of the Project.
2. NOTICE TO THE PUBLIC
Grange will post on the Project’s website, and will file on the Project’s OPSB docket, a copy of the final complaint resolution program, which will include a toll-free telephone number and an email address for receiving complaints.
In addition, Grange will send written notice by mail to the following recipients, at least 7 days prior to the start of construction and at least 7 days prior to the start of operations, and each such notice will include a copy of the complaint resolution program:
• All residences located within 1.0 mile of the perimeter of the Project;
• All recipients who previously received notice of a public information meeting for the Project;
• All intervenors who are listed as parties on the Project’s OPSB docket;
• County commissioners;
• Township trustees;
• Emergency responders;
• Airports;
• Schools;
• Libraries; and
• Individuals who have requested in writing to receive updates about the Project.
Grange will file a copy of such written notices on the Project’s OPSB docket.
3. COMPLAINT RESOLUTION PROCEDURE
3.1 Registering a Complaint
The Project's complaint resolution program will include a toll-free telephone number and an email address for receiving complaints To register a complaint, individuals may call the telephone number and leave a message, or send an email describing the complaint. The phone number and email address will be checked daily for messages, Monday through Friday, and initial follow-up will occur within two business days. Complaints received by letter or through the Project’s website will also receive follow-up within two business days of their receipt. Any emergency situations should be addressed with the appropriate local authorities or by calling 911.
3.2 Complaint Documentation and Follow-Up
Grange will maintain a logbook to document every complaint received. The logbook will include pertinent information about the person making the complaint, the nature of the complaint, and the date the complaint was received.
No later than two business days after an individual registers a complaint, Grange will respond by phone to that individual if a phone number is provided with the complaint. If a phone number is not provided, Grange will reply by mail or email, whichever is provided by the individual registering the complaint.
As part of the follow-up efforts with each person who registers a complaint, Grange will create a “Complaint Resolution Form,” substantially similar to the form attached here, which will be inserted into the logbook Grange will discuss the Complaint Resolution Form with the person making the complaint, and, if applicable, will record the date agreement was reached on a proposed resolution, and the date when the proposed resolution was implemented.
If Grange and the complaining individual cannot agree to a resolution, Grange will provide a summary of the complaint and proposed resolution to the complaining individual and document this information in the logbook. Grange also will advise the individual of the opportunity to bring the unresolved matter to the attention of OPSB Staff.
3.3 Complaint Summary Report
Grange personnel will generate a semi-annual report to summarize the nature and resolution of all complaints received during the relevant six-month period. Each report will reflect the information recorded in the logbook and will include a status update for each complaint. Grange will submit such reports to OPSB Staff on or before January 15th and July 15th for the year in which construction begins and during the first five years of the Project’s operation. In addition, Grange will file such semi-annual reports on the Project’s OPSB docket.
Complaint Log Number:
Grange Solar Grazing Center
Complaint Resolution Form
Complainant's name and address:
Phone number/email:
Date complaint received:
Time complaint received:
Date complainant first contacted:
Nature of complaint:
Definition of problem after investigation:
Description of corrective measures taken:
Complainant's signature: Date:
Grange Project Manager Signature: Date:
(Attach additional pages and supporting documentation, as required.)