10 TAC § 6.8. Appeals, Denial of Service, and Complaints
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Texas Administrative Code › Title 10 COMMUNITY DEVELOPMENT › Part 1 TEXAS DEPARTMENT OF HOUSING AND COMMUNITY AFFAIRS › Chapter 6 COMMUNITY AFFAIRS PROGRAMS › 10 TAC § 6.8
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(a) Appeals. LIHEAP Subrecipients and CSBG Eligible Entities must adhere to all of Chapter 1, Subchapter D, §1.411 of this title (relating to Administration of Block Grants under Chapter 2105 of the Tex. Gov't Code). Entities that receive CSBG Discretionary only, and DOE WAP must only follow §1.411(e)(1) - (6) of this title, relating to Requests for Reconsideration.
(b) Denial of Service. Subrecipient shall establish a written procedure for the handling of denials of service when the denial involves an individual inquiring or applying for services/assistance whom is communicating or behaving in a threatening or abusive manner.
(c) Complaints. Subrecipient shall establish a written procedure to address complaints of customer dissatisfaction. The procedure shall at a minimum include:
(1) An investigation, completed within 10 days of complaint receipt, by at least one individual of the Subrecipient not originally associated with the complaint; and
(2) If the customer is not satisfied with the investigation, a process wherein the Executive Director makes a final decision on whether to concur or disagree with the complainant. §6.9
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