Commitment to Quality Service

The City of Santa Monica is committed to providing quality service to our customers while ensuring each construction project complies with our municipal code. We believe that the successful completion of your project is important to the City of Santa Monica. As our customer, you are entitled to the following:

• Fairness and courtesy at all times during the permit process.
• Consultation with our staff about policies, interpretations, procedures or rules and reference to their source or legal basis.
• Clear and comprehensive review comments in writing and with all code sections specified.
• Meetings with our staff within five working days of your request to discuss, review comments.
• Second opinions from supervisory personnel if you do not agree with the initial staff determinations or if you question additional review comments or requirements.
• Opportunity for input, including suggestions to improve our procedures and operations and to recognize our staff when you receive exemplary service.
• Opportunity to appeal determinations through the appropriate supervisor, division manager, commission or board as permitted by law.

If you have not received the service to which you are entitled, please contact your project manager. Your concerns are important to us and we will work internally to help you solve them within the framework of our community-based laws.