Form Hrp-1030a - Commodity Senior Food Program (Cfsp) Civil Rights Complaint / Grievance Page 2
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COMPLAINT INSTRUCTIONS
The USDA has found that many “civil rights” complaints are actually customer service issues (claims of rudeness,
impatience, lack of understanding or compassion) and, as much as possible, want these matters resolved on a local
level. Ultimately our goal is to ensure that civil rights are honored and the complainant is satisfied that their complaint
has been taken seriously, addressed and resolved. If a client reports unfair treatment that they perceive to be based
on any of the protected classes or if they simply feel that they have been discriminated against and want to make
a complaint, you must assist them.
•
Keep copies of the Complaint Grievance Form on file for those who wish to file a written complaint, and inform all
staff and volunteers serving clients on how to use it to record a complaint. If a client declines to complete the form
in writing you must complete it for them from their verbal complaint.
•
Notify your ERA about the complaint and forward a copy of the complaint form. Your ERA representative will
forward the complaint to DES/HRP. Your ERA representative will follow-up with DES/HRP for advice and
guidance in identifying corrective action to be taken, if necessary, to satisfy the complainant and to prevent further
complaints against the agency.
•
DES/HRP will also notify ERA of their determination of whether the complaint involves a “protected class” and
suggest the plan for resolution. If the complaint involves a protected class, it is forwarded to the USDA Food
and Nutrition Service (FNS) for processing. (Once the complaint is with the FNS a decision letter must be issued
within 90 days.)
•
The complaint can be sent directly to USDA by mail to USDA, Office of the Assistant Secretary for Civil Rights,
1400 Independence Avenue SW, Washington, D.C. 20250-9410; by phone to (866) 632-9992 (toll free),
(202) 260-1026 or (800) 877-8339 (TDD); by fax to: (202) 690-7442; or by email to: program.intake@usda.gov.
•
Often the complaint describes poor customer service or a misunderstanding due to language or other reason.
Using their good judgment, RFB and Distribution Site staff should accomplish resolution of the conflict within
thirty days.
•
A letter describing the final outcome of the complaint and copies of correspondence related to resolution of the
complaint will be forwarded by the RFB to DES/HRP and the Distribution Site within 60 days.
DOCUMENTATION
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It is critical that you fully document each step from the initial complaint to the resolution.
•
Use the Complaint Grievance Form, whenever possible, and take good notes!
•
Document in writing each conversation and action taken. Keep a copy of all documentation and post in your
agency’s Civil Rights Complaint/Grievance Log.
VERBAL COMPLAINTS
•
If a verbal complaint is received and the client is not willing to place allegations in writing, the person receiving
the complaint may write up the elements of the complaint for the complainant using the Complaint/Grievance
Form. The client may directly register a complaint of discrimination with USDA by mail to USDA, Office of the
Assistant Secretary for Civil Rights, 1400 Independence Avenue SW, Washington, D.C. 20250-9410; by phone
to (866) 632-9992 (toll free), (202) 260-1026 or (800) 877-8339 (TDD); by fax to: (202) 690-7442; or by email to:
program.intake@usda.gov. The client may also call: DES/Coordinated Hunger Relief Program (602) 771-2788
or the DES/ADA Liaison (602) 771-7500.
Every effort needs to be made to obtain:
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Name, address, telephone number, or other means of contacting the complainant;
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Specific location and organization delivering service/benefit;
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Nature of the incident or action that led the complainant to feel discriminated against;
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Basis on which the complainant feels discrimination occurred (race, color, national origin, age, sex, religion,
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political beliefs, disability, reprisal or retaliation etc.);
Names, titles, and business address of persons who may have knowledge of the discriminatory action; and
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Date(s) during which the alleged discriminatory actions occurred, or if continuing, the duration of such actions.
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Anonymous complaints are to be handled just as any other complaint, though of course, full resolution will not be
possible.
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