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SNAP CERTIFICATION MANUAL – SECTIONS 100 TO 900 600 Program Complaints Overview

600 Program Complaints

SNAP MANUAL 10/01/97

Overview  NOTE:The procedures for handling discrimination complaints are explained in SNAP700 - 722. Any household has the right to complain about the service that it receives from the Department of Health & Human Services (DHS). When a household believes that its participation in the Supplemental Nutrition Assistance Program has been adversely affected, it may: • Complain directly to the DHS County Office; or • Complain to the Central Office Client Assistance Unit; or • Request an administrative hearing; or • Select some other method of making a complaint. No matter how the household elects to make a complaint, the complaint must be resolved, and the household must be notified of the disposition of the complaint. 1. Complaints Submitted to the County DHS Office When a household complains directly to the county office, county office personnel will assess the complaint. If it is possible for the county office to resolve the complaint, no additional action is required. If the county is unable to resolve the household’s complaint, the household will be advised of its rights to contact the Client Assistance Unit or to request a fair hearing. 2. Complaints Submitted to the Customer Assistance Unit A household may contact the central office Customer Assistance Unit by telephone or in writing to make a complaint. The address is: Customer Assistance Unit Division of County Operations P. O. Box 1437, Slot S340 Little Rock, AR 72203 The telephone numbers are: Toll-Free 1-800-482-8988