Task:

M1.2.6 Conduct a Hotline Complaint Investigation

8/13/21

Function:      1.0 Investigations

Duty:             1.2 Enforcement Investigation

Previous Task Analysis:

1985 Allen Corp Task #1.4.4 and 4.0.2

 

Difficulty:          4

Importance:      5

Frequency:        3

Criticality:   Y

Time:

Job Aid:        N

PTRS Tracking

Specialty

3740

3766

3830

 

 

 

S

O

M

E

F

A

C

T

5740

5766

5830

 

 

 

 

 

P

 

 

P

 

 

Legal References:

49 U.S.C. § 46101      Complaints and Investigations

Purpose:

To investigate a complaint.

Significant Interfaces:

Complainant

Certificate Management Office

Flight Standards District Office

Aircraft Maintenance Division (AFS-300)

FAA Headquarters

Procedural Guidance (current editions):

Pertinent 14 CFR Parts

Order 1070.1               FAA Hotline Program

Order 1380.51             Program Tracking and Reporting Subsystem

Order 2150.3               FAA Compliance and Enforcement Program

Order 8900.1               Flight Standards Information Management System (FSIMS)

NOTE: Ensure you have the most current information. The Flight Standards Information Management System (FSIMS) may be used to obtain current guidance.

Job Task Performance Steps and Knowledge:

1           Receive hotline complaint.

K:         Pertinent 14 CFR Parts 1 through 199

             Order 2150.3

             Order 8900.1, Vol. 7, Chap. 5, Sec. 1

1.1.       Encourage complainant to submit specific complaint in writing.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
1.2.       Ensure confidentiality of complainant.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
1.3.       Open PTRS record.
K:         Order 1380.51
Order 8900.1, Vol. 7, Chap. 5, Sec. 1

2           Investigate complaint.

2.1.       Gather data and information pertinent to the complaint.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
2.2.       Analyze how safety may have been affected.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
2.3.       Analyze and report mitigating or aggravating circumstances involved in complaint.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
2.4.       Determine if complaint can be substantiated.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1

3           Analyze results of investigation.

3.1.       If investigation finds noncompliance, initiate violation investigation; observe Privacy Act provisions; consult responsible Flight Standards office before advising complainant.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
3.2.       If investigation does not result in finding of noncompliance, advise complainant.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1

4           Document task.

4.1.       Finalize report.
K:         Order 8900.1, Vol. 7, Chap. 5, Sec. 1
4.2.       Close PTRS record.
K:         Order 1380.51
Order 8900.1, Vol. 7, Chap. 5, Sec. 1