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Most complaints regarding mold and poor IAQ never reach the litigation stage. How you initially respond can have a significant affect on the course the complaint takes. This web site is not intended to provide legal council. There are, however, some best practices that can be used when responding to complaints you may receive regarding indoor air quality. These include:

Take All IAQ Complaints Seriously Individual reactions to polluted indoor air vary. A problem may exist in an area of your building even if not everyone who works there become ill.

• Treat all complaints seriously. As discussed earlier, the symptoms of allergic reaction to indoor pollutants are not always clear cut and do not affect everyone the same. Diligent investigation of all complaints is an important step toward determining if any corrective action is required.
• Get outside testing warranted by your investigation. Testing of indoor air quality is difficult, but certified IAQ investigators can help you measure and compare the quality of your indoor air with the air outside. Make sure you find a qualified contractor who can advise you of the right amount of samples to be taken.
• Communicate, communicate, communicate. Problems can become exasperated if building occupants feel something is being hidden from them. Take a proactive approach and show them the best practices you follow to ensure that your “duty of care” is being fulfilled. Use of records discussed later in this manual could be very helpful.
• Record meetings and your response. Keep a log of what issues are raised and how you respond.

The most important thing a facility manager can do is to be proactive and follow best practices in HVAC Maintenance. BBJ has a solution that can help you cost effectively maintain an environment that avoids complaints.