Established pursuant to subsection 5.3.1 of the Legal Agreement  
June 2003, Amended November 2004

Introduction

The Port Granby and Port Hope Long-Term Low-Level Radioactive Waste Management Projects (the Project) were established in a Legal Agreement entered into March 29, 2001, between the federal government and the Municipality of Clarington, the Town of Port Hope and the Township of Hope.  Subsection 5.3.1 of the Legal Agreement stipulates that the federal government, upon consultation with the other signatories, would “…establish and maintain a process to expeditiously address complaints related to the Project or any Element of the Project.”

Throughout the duration of the Project, it is recognized and understood that there may be concerns or inquiries about it.  The Low-Level Radioactive Waste Management Office (LLRWMO), as the Proponent for the Project, has knowledgeable and capable staff available to deal with questions and issues in a timely and comprehensive manner.  Members of the public are invited to contact the LLRWMO at (905) 885-1092 or toll free at 1-866-255-2755 or by e-mail at llrwmo@aecl.ca to receive information, to discuss issues or express concerns.

Where a person is unable to get a satisfactory resolution to an issue or concern at this informal stage and wishes to pursue the matter further, the person may wish to formally issue a complaint. The following process puts in place a means to address public complaints stemming from activities directly related to the Project.  

Complaints are to be addressed in a non-adversarial fashion, quickly, effectively and in keeping with the interests of both the complainant and the Project.  This process will be managed by the LLRWMO on behalf of the federal government and is not part of any complaints process managed or undertaken by the municipalities for the resolution of complaints within their jurisdiction. This complaints process does not prevent a party from taking any other recourse that may be available.

Definition

• A complaint is a formal expression of dissatisfaction with the Project or any element of the project.  Complaints must be directly related to the Project or an element of the Project for which  the LLRWMO has the responsibility and authority to address.
  
  

• Complaints may be related to the conduct of a study or work related to the Project and undertaken by the LLRWMO or one of its contractors or consultants.
  
  

• Complaints outside the area of responsibility of the LLRWMO are excluded from this process.   For instance, complaints related to the type of environmental assessment undertaken, intervener or participant funding, and the involvement of federal, provincial or municipal governments are not included.  If the complainant agrees, complaints of this nature will be forwarded by the LLRWMO to the appropriate agency or organization and the complainant shall be so informed.
  
  

• Complaints shall be submitted in writing. All complainants must provide their name, contact information and particulars of their complaint. The attached form is provided for convenience.
  
  

• Complaints may be presented to the LLRWMO in person, by mail, by fax or by e-mail to one of the following:

Click here to view and print Complaint Form

• The LLRWMO shall record the receipt of all complaints.

Resolution

• The LLRWMO shall, within 14 days of the receipt of a complaint, notify the complainant of the receipt of a complaint and shall clarify the nature of the complaint.
  
  

• The LLRWMO may conduct an investigation, including conducting interviews with the complainant and any other persons, to resolve a complaint.
  
  

• Attempts by the LLRWMO to resolve a complaint may continue for a period not to exceed 30 days, except where the complainant or other persons have been unable to be contacted in which case the period is 30 days from the first successful date of contact.
  
  

• After completing an investigation, the LLRWMO shall provide a written report to the complainant.
  
  

• Where a complaint is resolved to the satisfaction of the complainant, no further action is required and the LLRWMO shall forward a summary of the complaint to the complainant.
  
  

• Where the complaint was not resolved in an informal manner, it shall be referred for resolution as soon as possible, and no longer than 60 days from the date of the original complaint, to a panel composed of from one to five members nominated by the signatories to the Legal Agreement.
  
  

The Panel shall, within 30 days of receiving a complaint, conduct its own investigation and may hear from the complainant or any other person or consider any information it deems relevant.  As soon as possible, and no later than 60 days following receipt of a complaint, the Panel shall provide a written report to the complainant outlining the disposition of the complaint.Confidentiality

Except with the expressed permission of the complainant, the name of the complainant shall be handled in a confidential manner.  This confidentiality does not apply where a complaint is deemed to be outside this process if the complainant agrees that the complaint may be forwarded for resolution to another organization by the LLRWMO. The complainant shall be so notified.

Publication of the Complaint Process

For the information of the public, the Complaint Process shall be published on the web site of the LLRWMO and shall be made available at any offices of the LLRWMO or at the municipal offices of the Municipality of Port Hope and the Municipality of Clarington.

Review of the Complaint Process

This Complaint Process shall be reviewed by the LLRWMO annually and may be amended at any time upon consultation with the Municipalities of Port Hope and Clarington.

Approval

This complaint process is approved by the LLRWMO on behalf of Canada following consultation with the Municipalities of Port Hope and Clarington.