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Complaints may be made to the DFR in person, by telephone, online or in writing.

Some complaints may be directed to the FSSA or other officials of federal or state government. Complaints directed to other governmental offices are normally referred to the DFR for investigation and reply.

All complaints are to be given prompt, courteous, and thorough attention by DFR staff. 1440.05.00 PUBLICATION OF COMPLAINT PROCEDURE (S)

The DFR is responsible for making information on the complaint procedure available to AGs, potential AGs, and other interested persons. These include provision of all appropriate telephone numbers and addresses, the same being displayed in a reasonable fashion in the DFR Offices and provided specifically to any person raising a complaint. 1440.10.00 APPLICANT/RECIPIENT COMPLAINTS RECEIVED BY THE DFR

Upon receipt of a complaint from an applicant/recipient, the DFR is to take immediate steps addressing the problem, including any or all the following: • Review the situation to determine whether the action taken was in accord with federal and state law and regulation; (If an error occurred, adjusting action is to be taken immediately.) • Promptly interview, telephone, or write the complainant to interpret appropriate aspects of the program. • Provide the complainant with appropriate program eligibility information. • Advise the complainant of other programs and community resources that may be able to meet his needs; and • Advise complainants of their appeal rights and help them to understand the appeal and hearing process.

See IPPM 4205.00.00 – 4205.10.00 regarding appeal rights. 1440.15.00 COMPLAINTS RECEIVED FROM THIRD PARTIES BY THE DFR

When the DFR receives a complaint or inquiry on behalf of the applicant/recipient from another individual, specific information about the applicant/recipient cannot be released without their signed consent. (f5) see PPM 1425.00.00-1425.10.10.20 regarding confidentiality.

If such inquiry is received without an authorization for release of information, the DFR is to provide general information relative to the nature of the complaint. The complainant should be advised of the confidentiality of case records and of the necessity of obtaining the applicant’s/recipient’s signed consent. 1440.20.00 COMPLAINTS OF DISCRIMINATION