Water Quality Customer Complaint Investigation

Inspection template for investigating customer complaints about drinking water taste, odor, discoloration, or pressure issues, including field testing, flushing verification, follow-up sampling, and customer follow-up documentation.

Complaint Intake and Site Details

• Complaint received date and time recorded
  Document when the complaint was received and logged.
• Customer contact information and service address confirmed
  Record the service location and best callback information.
• Complaint type identified
  Select all reported symptoms.
• Complaint description captured in customer's words
  Document the customer's description of the issue, including when it started and whether it is constant or intermittent.
• Affected fixtures or locations identified
  Note which taps, appliances, or areas are affected and whether the issue is isolated or widespread.

Field Conditions and Initial Observations

• Water appearance observed at point of use
  Assess visible clarity, color, and any sediment at the complaint location.
• Odor detected during inspection
  Record any odor present at the tap or in collected sample.
• Pressure condition observed
  Document observed flow or pressure condition at the complaint site.
• Visible leaks, cross-connections, or backflow risks observed
  Identify any obvious site conditions that could affect water quality or pressure.
• Environmental or construction activity noted nearby
  Record nearby utility work, flushing, hydrant use, excavation, or other conditions that may explain the complaint.

Field Testing and Sampling

• Residual disinfectant measured
  Measure free or total chlorine residual, as applicable, at the complaint location.
• Turbidity measured
  Record turbidity of the field sample if testing is performed.
• pH measured
  Document pH of the field sample.
• Temperature measured
  Record water temperature at the time of inspection.
• Sample collected for laboratory analysis
  Indicate whether a follow-up sample was collected for lab testing or confirmation.
• Sample chain of custody documented
  Confirm sample identification, time, location, and transfer documentation were completed.

Flushing and Corrective Actions

• System or customer-side flushing performed
  Document whether flushing was performed at the service line, fixture, or nearby main as part of the investigation.
• Flushing duration recorded
  Record the total flushing time used during the investigation.
• Water quality improved after flushing
  Document whether taste, odor, color, or pressure improved after flushing.
• Additional corrective action initiated
  Record any follow-up actions taken beyond initial flushing.

Follow-Up, Notification, and Closure

• Customer notified of findings
  Confirm the customer was informed of the investigation results and next steps.
• Follow-up sampling or monitoring scheduled
  Document any planned return visit, resampling, or monitoring date and time.
• Root cause categorized
  Classify the most likely cause based on field findings and testing.
• Corrective action and closure notes documented
  Summarize findings, corrective actions, and closure status.