Effectiveness of Investigations: Water-Related Complaints Case Study

The Board has completed numerous complaint investigation reports on forestry impacts on quality, quantity and timing of water flow. Twenty-nine of 126 complaints investigated from 1996 to 2005 concerned such issues. However, the Board has never gone back to evaluate whether complaint participants were satisfied with the outcome of those investigations.

To judge satisfaction, 32 telephone interviews were conducted in 2006 with participants from 20 water‐related Board investigations. Seventeen interviews were with complainants, eight were with the government agencies and seven with licensees. Interview results provided a scorecard of the Board’s performance.