Reference Documents - MCU24-0115 [As Published]

                     Updating preventative measures and corrective actions in the Noise
                      Management Plan to reduce the risk of similar complaints occurring in
                      the future.

          o   The hotel will conduct regular reviews of the Noise Management Plan,
              incorporating feedback from complaints to continually refine its approach to
              noise management.

e) Vexatious or Repetitive Complaints

   •   Consistent and Professional Handling:

          o   Even if a complaint appears to be vexatious or repetitive, staff will handle it
              professionally and consistently, ensuring that all complaints are logged and
              investigated following the standard procedure.

          o   The manager will review the history of complaints from any repeat complainants
              to determine if additional measures, such as mediation or community
              engagement, are necessary.

   •   Review and Engagement:

          o   If complaints from a specific individual or group persist, the hotel will engage
              with local authorities and community representatives to seek mediation or
              additional support, ensuring that all reasonable measures are taken to address
              concerns while maintaining operational viability.

f) Community Engagement and Feedback Mechanism

   •   Proactive Engagement:

          o   The hotel will hold quarterly community meetings, inviting local residents to
              discuss any concerns they have and providing updates on the hotel’s complaint
              handling and mitigation efforts. This fosters a collaborative approach and builds
              trust within the community.

          o   Residents will be provided with contact information for hotel management,
              encouraging open communication and prompt reporting of issues before they
              escalate.

   •   Continuous Improvement:

          o   The hotel will evaluate complaint trends quarterly, using the data to adjust
              operational practices, improve staff training, and enhance communication with
              the community. This ensures that the hotel remains proactive in managing
              potential issues and demonstrates a commitment to continuous improvement.

This comprehensive complaint procedure ensures that all issues are handled promptly and
professionally, aligning with the Noise Management Plan and the overall objectives of
maintaining a positive relationship with the community.




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