Orange County NC Website
Browse       Search
33 <br /> 16 <br /> VI . DISMISSALS <br /> 1 . Bankruptcy is not an appropriate reason for dismissing a <br /> complaint . <br /> 2 . A respondent' s defense and rebuttal of complainants' <br /> allegations are not sufficient reasons for dismissing a case. <br /> Only the investigation and facts discerned by the investigation <br /> support dismissal . <br /> 3 . Any withdrawal, with or without settlement, that <br /> contains information or documentation by the complainant which <br /> indicates that the complainant was not completely satisfied with <br /> the terms of the withdrawal should not be dismissed by the agency <br /> before conferring with the GTR at HUD. Closure violative of this <br /> paragraph may result in rejection of payment for such complaint . <br /> VII . Customer Satisfaction Standards <br /> The following performance standards should be incorporated <br /> in the complaint process . The agency' s goal should be to provide <br /> satisfaction to its customers . Therefore, the agency should make <br /> sure that the following standards are met . Keep the following <br /> standards in mind when dealing with complaints : <br /> Make sure that complainants, aggrieved parties, and <br /> respondents are treated with respect when they come into <br /> contact with your agency and throughout the complaint <br /> process; <br /> Maintain regular contact with the parties to a complaint - <br /> do not allow more than 30 days to pass without some form of <br /> personal contact with the parties to let them know what is <br /> going on with respect to their complaint; and <br /> Provide complainants with information about all of their <br /> rights under your law or ordinance and ask if they <br /> understand the information that was provided. <br /> Managers are to ensure that the agency' s staff do not <br /> communicate disinterest or distrust in the complaint process to <br /> any of the parties to the complaint . Investigators should also <br /> be careful that they do not give rise to any cause for any of the <br /> parties to the complaint to feel discouraged or disrespected, <br /> afraid to say what they really feel, or to feel compromised in <br /> any way. <br />