| (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, LIHWAP, and DOE WAP must only follow §1.411(e)(1) - (6),
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 complaint.
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