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CITY OF SAN MARCOSCDBG AND CDBG-DRCOMPLAINT <br />AND APPEAL POLICY <br />A. Resolution of complaints and appeals <br />contractual agreements, careful implementation of policies and procedures, and clear and respectful methods of <br />communication will help prevent and resolve complaints. <br />B. Information about the complaint process and how to file <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 />C. Types of Complaints: <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 />D.Informal Complaints <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 />file a formal complaint if their complaint cannot be immediately resolved. <br />tracking system, including details of the response provided. <br />E.Formal Complaints <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 />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. <br /> <br />