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<br />11::Resolutiain of coirrip-laintsand 1p 1p 111
<br />("Complaint(s)") will be handled sensitively and fairly. Complete and thorough program documentation and
<br />contractual agreements, careful implementation of policies and procedures, and clear and respectful methods of
<br />communication will help prevent and resolve complaints.
<br />I[II 1hinfor"Innation about t1hieirri Ip 111 Ii nt 1pxirocess and1hi liilll
<br />A complaint shall be printed on all program applications, guidelines and subrecipient web sites in all local
<br />languages, as appropriate and reasonable.
<br />„ ,,,III„ y1pes of Coirrip-laints:
<br />a. Policy: There are two types of complaints; formal and informal.
<br />i. Informal: Informal complaints may be verbal and can come from any party involved in the
<br />application process, including the homeowner or building contractor. A written procedure
<br />for handling these complaints is not required.
<br />ii. Formal: Formal complaints are written complaints, including faxed and emailed
<br />statements. A written procedure for dealing with formal complaints is required.
<br />IC;;)lhinfairirnalCoirrip-laints
<br />a. Informal complaints may be verbal, and can come from any party involved in the process,
<br />including the homeowner or building contractor.
<br />b. The person receiving the complaint will obtain all pertinent details including:
<br />i. Name, address, and contact information for the person lodging the complaint;
<br />ii. Address of the property that is the subject of the complaint;
<br />iii. Details of the complaint to include the names of program personnel previously
<br />contacted;.
<br />c. Program administration staff will provide a response that explains the relevant policy.
<br />d. A person who calls the City to file an Informal complaint ("Complainant") will be advised on how to
<br />file a formal complaint if their complaint cannot be immediately resolved.
<br />e. The person receiving the complaint will log all informal complaints into the City's complaint
<br />tracking system, including details of the response provided.
<br />I[;;;;;„ Ilf iir°iirnalCoirrip-laints
<br />a. Formal complaints are written statements of grievance and are resolved through a documented
<br />set of procedures that comply with federal regulations.
<br />b. The City will accept formal complaints as follows:
<br />i. Appeals of eligibility determinations;
<br />ii. Allegations of discrimination or other violations of the Fair Housing Act;
<br />iii. Complaints regarding construction quality or methods;
<br />iv. Appeals of an inspection result or interpretation of the City's construction codes and
<br />policies;
<br />v. Complaints regarding the conduct of a contractor, construction personnel, or program
<br />support personnel.
<br />c. The Director of Planning and Development Services (Director) or her designee is responsible for
<br />resolving formal complaints.
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