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Docusign Envelope lD: F24ED3D0-D4D6-499A-9588-1 246349365D1 ttlrf }1idsl'tilq:clr SlJte D€oiJ'1rent i)t(krmnretce Attachment G: Comolaint Procedure Leadlsubgrantees must have a complaint procedure for: / all households seeking or receiving services, '/ employees and volunteers, and/ public upon request The Complaint Procedure must include: { contaci information for who is responsible for handling complaints { A description of how to submit a complaint r The submission process must allow for submission of anonymous complainls. An anonymous complaint and/or a comptainl submitted using an alias must be identifled as such for records Purposes./ Timelines, including expected follow-up response times' ,/ A descripiion of hoil complaints will be addiessed at the lead/subgrantee level. The complaint procedure must: / Be in written form using plain talk language, including how to request translation services or other accommodatidns and assis6nce needed to complete the complaint' ./ Be posted at facilities and on websites' '/ Be available to the public upon request.,/ Be accessible to ali households seeking or receiving services. . Be communicated and provided to households, including within all materials, such as client handbooks and signatory paperwork, and discussed/verbalized during intake. ,/ Be provided to all employees upon hiring. o Must prohibit any'form of reialiation via fines, fees, or other strictly enforced contractual terms.r' Explain how to escalate the complaintfor external review if the issue has been uniatisfactorily resolved with the lead/subgrantee, or if the person is fearing retaliation, including:. How to escalate the complaint to the lead grantee, if applicable r How to escalate the complaint to Commerce, including sl'bmitting anonymously, via the Commerce CHG Program Manager or Commerce's Quality Assurance Manager- The lead/subgrantee's internal complaint procedure must be implemented firsl before escalating it to the external process of the lead grantee or Commerce, unless lhe person filing a complaint fears retaliation working with the internal complaint process' Lead/subgrantees are required to maintain a complaint log. The complaint log will indicate the complainiand actions taken to resolve the complaint. The complaint log may be reviewed during monitoring or upon request by Commerce' The complaint procedure does not replace landlord-tenant law or established processes such as Medicaid fair hearings processes. Note; Some federal funding sources also require that the U.S. Department of Housing and Urban Development (HUD) also be listed for complaint submission if all other avenues have been exhausted. Page 14 of 15