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Docusign Envelope lD: F24ED3D0-D4D6-499A-9588-1 246949365D1 <br />rd*rlrrl <br />,ri JS []il:Li iiJ f i <br />LlEr,i 1- 9t11 ii <br />{ ommert:t <br />Attachment G: ComPlaint Procedure <br />Lead/subgrantees must have a complaint procedure for: <br />./ all households seeking or receiving services, <br />'/ emploYees and volunteers, and./ public upon request <br />The Complaint Procedure must include: <br />contact information for who is responsible for handling complaints <br />A description of how to submit a complaint <br />o The submission process must allow for submission of anonymous complaints' An <br />anonymous complaint and/or a complaint submitted using an alias must be identified <br />as such for records Purposes' <br />Timelines, including expected follow-up response times' <br />A description of how complaints will be addressed at the lead/subgrantee level' <br />The complaint procedure must: <br />./ Be in written form using plain talk language, including how to request translation services <br />or other accommodations and assistance needed to complete the complaint. <br />./ Be posted at facilities and on websites../ Be available to the public upon request../ Be accessible to all households seeking or receiving services. <br />. Be communicated and provided to households, including within all materials, such as <br />client handbooks and signatory paperuvork, and discussed/verbalized during intake. <br />,/ Be provided to all employees upon hiring. <br />. Must prohibit any form of retaliation via fines, fees, or other strictly enforced <br />contractual terms.,/ Explain how to escalate the complaint for external review if the issue has been <br />unsatisfactorily resolved with the lead/subgrantee, or if the person is fearing retaliation, <br />including:. How to escalate the complaint to the lead grantee, if applicable <br />r How to escalate the complaint to Commerce, including submitting anonymously, via <br />the Commerce CHG Program Manager or Commerce's Quality Assurance Manager. <br />The lead/subgrantee's internal complaint procedure must be implemented first before escalating it <br />to the external process of the lead grantee or Commerce, unless the person filing a complaint <br />fears retaliation working with the internal complaint process. <br />Lead/subgrantees are required to maintain a complaint log. The complaint log will indicate the <br />complainfand actions taken to resolve the complaint. The complaint log may be reviewed during <br />monitoring or upon request by Commerce' <br />The complaint procedure does not replace landlord-tenant law or established processes such as <br />Medicaid fair hearings processes. <br />Note: Some federal funding sources also require that the U.S. Department of Housing and Urban <br />Development (HUD) also be listed for complaint submission if all other avenues have been <br />exhausted. <br />Page 14 of 15