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An applicant/recipient, or a person acting in their behalf, may register any dissatisfaction they may have regarding DFR action or inaction relative to their entitlement to benefits as well as any mistreatment by agency staff. Complaints may be made to the DFR in person, by telephone or by letter. 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. 1440.10.00 APPLICANT/RECIPIENT COMPLAINTS RECEIVED BY DFR Upon receipt of a complaint from an applicant/recipient, the DFR is to take immediate steps to address 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 occurs, 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 leaflets. Advise the complainant of other programs and community resources that may be able to meet their needs; and advise complainants of their appeal rights and help them to understand the appeal and hearing process. See IHCPPM 4205.00.00 – 4205.10.00 regarding appeal rights. 1440.15.00 COMPLAINTS RECEIVED FROM THIRD PARTIES BY DFR When the DFR receives a complaint or inquiry on behalf of the applicant/recipient from an individual other than the applicant/recipient, specific information about the applicant/recipient cannot be released without their signed consent. See IHCPPM 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 or the recipient's signed consent should the general information not be sufficient. 1440.20.00 COMPLAINTS OF DISCRIMINATION Federal civil rights laws make it illegal to discriminate against someone who has filed a complaint or has engaged in other Equal Employment Opportunity (EEO) or civil rights activity. Examples of Discrimination: Discrimination can occur in many ways. The actions below are examples of discrimination and non-compliance with civil rights requirements when the action is