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DEPARTMENT OF HUMAN SERVICES FAMILY INVESTMENT ADMINISTRATION Supplemental Nutrition Assistance (SNAP) Manual CUSTOMER RIGHTS AND RESPONSIBILITIES Section 403 Page 7

REVISED OCTOBER 2024 6. The issue(s) of your complaint. The issue is a description of what happened, or the action that was taken by the individual(s) or agency that discriminated against you, resulting in some harm. Explain as clearly as possible what happened, why you believe it happened, and how you were discriminated against. Please include how other persons were treated differently from you, if applicable. If you were denied a benefit or service, please provide a copy of the denial letter. If you have documents to support the events you are reporting, provide a copy of the supporting documents.

E. In the event that the customer submits a Form AD-3027, USDA Program Discrimination Complaint Form, the local department staff or other Department of Human Services (DHS) employees must follow the submission instructions as outlined in Section 403.7 Discrimination Complaints within 5 days of receipt. 403.8 General Complaints

A SNAP household has the right to present general complaints regarding its treatment to the local department administration or the FNS Regional office. Always try to resolve the customer’s issues whether or not he or she files a complaint. The address of the FNS Regional Office for Maryland is:

Mid-Atlantic Regional Office (MARO) Mercer Corporate Park 300 Corporate Boulevard Robbinsville, New Jersey 08691-1518

403.9 Supervisory Conference/Fair Hearing Any applicant, recipient or person acting responsibly for the household has the right to request a supervisory conference or fair hearing. This may be requested when a household is dissatisfied with any action, failure to act, or delay by the local department.