Draft Complaint Resolution ProcessCape Vincent Wind EnergyJanuary 2011
BP Wind Energy is committed to developing a process that will provide a timely and effectiveresponse to concerns raised by local residents and landowners during the construction andoperations of the Cape Vincent Wind Energy Facility. This document details a set of processesand commitments that were developed to ensure that issues are addressed in a timely, fair andtransparent manner.
2.0 Reporting an Issue
Individuals can report an issue or complaint by phone, U.S. mail or email. BP Wind Energy willprovide a 24-hour toll-free service (number to be determined) to report incidents by phone andwill also respond to concerns submitted to a dedicated email address (to be determined) or toissues submitted by U.S. Mail to BP Wind Energy, P.O. Box 947, Cape Vincent, NY 13618. Issue or complaints will be classified as Level 1 or Level 2, depending on whether they representan emergency which poses an immediate and substantial risk to human health and theenvironment. This classification system is intended to enable responders to follow a setprocedure appropriate to the risk posed by an issue to environmental and human resources. For all complaints, BP Wind Energy staff will also make a determination of standing as part of the evaluation process. Standing will depend on the specific issue being considered. Forexample, landowners within 3/4 mile of wind facilities may be deemed to have standing for noisecomplaints regarding turbine operations, while individuals with land or residences outside of thisarea will be deemed to not have standing on noise issues.
3.0 Level 1: Emergency Response
Level 1 response will include documenting the issue and notifying the appropriate BP Wind staff and local authorities, if necessary. In the case of an emergency, this may include contacting localfirst responders, as well as the BP Wind Remote Operations Center (ROC) in Houston. All issueswill be documented to include report date, name and address of the individual reporting it andnature and details of the issue or complaint. BP Wind will commit to responding immediately toall calls regarding fire, personal injury or other life threatening emergencies, or major spills orreleases that threaten local water resources or critical ecological habitats. The logs of all issueswill be made available to the Cape Vincent Town Board or Planning board upon request.
4.0 Level 2: Non-Emergency Response
For issues that do not pose an immediate and substantial risk to human health and theenvironment, BP Wind will commit to responding to the complainant within 48 hours. Thiscommitment will extend to issues that cannot be resolved within 48 hours, and BP Wind willcontact the individual reporting the issue with a status update within 48 hours.