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Run: Water Quality Customer Complaint Investigation

Investigate drinking water complaints with a structured record of intake, field observations, testing, flushing, and closure. Use it to document taste, odor,...

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Complaint Intake and Site Details

Complaint received date and time recorded critical (required)

Document when the complaint was received and logged.

Note (optional)

Customer contact information and service address confirmed critical (required)

Record the service location and best callback information.

Complaint type identified critical (required)

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 critical (required)

Assess visible clarity, color, and any sediment at the complaint location.

Note (optional)

Odor detected during inspection

Record any odor present at the tap or in collected sample.

Note (optional)

Pressure condition observed critical (required)

Document observed flow or pressure condition at the complaint site.

Note (optional)

Visible leaks, cross-connections, or backflow risks observed critical (required)

Identify any obvious site conditions that could affect water quality or pressure.

Yes No N/A

Photo evidence (optional)

Environmental or construction activity noted nearby

Record nearby utility work, flushing, hydrant use, excavation, or other conditions that may explain the complaint.

Yes No N/A

Field Testing and Sampling

Residual disinfectant measured critical (required)

Measure free or total chlorine residual, as applicable, at the complaint location.

Note (optional)

Turbidity measured

Record turbidity of the field sample if testing is performed.

Note (optional)

pH measured

Document pH of the field sample.

Note (optional)

Temperature measured

Record water temperature at the time of inspection.

Note (optional)

Sample collected for laboratory analysis critical (required)

Indicate whether a follow-up sample was collected for lab testing or confirmation.

Yes No N/A

Photo evidence (optional)

Sample chain of custody documented

Confirm sample identification, time, location, and transfer documentation were completed.

Yes No N/A

Flushing and Corrective Actions

System or customer-side flushing performed critical (required)

Document whether flushing was performed at the service line, fixture, or nearby main as part of the investigation.

Yes No N/A

Flushing duration recorded

Record the total flushing time used during the investigation.

Note (optional)

Water quality improved after flushing critical (required)

Document whether taste, odor, color, or pressure improved after flushing.

Note (optional)

Additional corrective action initiated

Record any follow-up actions taken beyond initial flushing.

Note (optional)

Follow-Up, Notification, and Closure

Customer notified of findings critical (required)

Confirm the customer was informed of the investigation results and next steps.

Yes No N/A

Follow-up sampling or monitoring scheduled

Document any planned return visit, resampling, or monitoring date and time.

Note (optional)

Root cause categorized

Classify the most likely cause based on field findings and testing.

Note (optional)

Corrective action and closure notes documented critical (required)

Summarize findings, corrective actions, and closure status.

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