PMA Procedure for Handling Consumer Complaints

Company is a PMA Member				Company is not a PMA Member
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PMA Staff contacts the company, asking the company to contact the consumer and resolve the matter to the consumer’s satisfaction.				PMA Staff refers the consumer to the State Plumbing Board. ä ä
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Not Resolved			Resolved âââââââââè		ä
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PMA Staff refers the complaint to the PMA President and/or Ethics Committee.				ä ä ä ä
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PMA President/Ethics Committee reviews available information to determine whether plumbing/business practices meet acceptable standards.				ä ä ä ä
ä ä				Processing Completed
PMA President/Ethics Committee contacts the consumer.				ã ã ã ã
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Not Resolved			Resolved âââââââââæ		ã
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PMA President/Ethics Committee contacts the company for more information.
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Not Resolved		Resolved ââââââââââæ
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Ethics Committee considers disciplining the member.

Complaint Procedure.doc