Agenda - 09-05-2000-8i - Laserfiche WebLink

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33 2. Documentation_Re_auired_ (To be mailed to HUD at time of reporting the closure to HUD): (a) a written explanation setting forth the reason that the lack of jurisdiction could not be determined at intake; and (b) a written explanation for closing the complaint for lack of jurisdiction. VI. DISMISSALS 1. Bankruptcy is not an appropriate reason for dismissing a complaint. 2. A respondent's defense and rebuttal of complainants' allegations are not sufficient reasons for dismissing a case. Only the investigation and facts discerned by the investigation support dismissal. 3. Any withdrawal, with or without settlement, that contains information or documentation by the complainant which indicates that the complainant was not completely satisfied with the terms of the withdrawal sY.ould not be .dismissed by the agency before conferring with the GTR at HUD. Closure violative of this paragraph may result in rejection of payment for such complaint. VII. CUSTQMER SATISFACTIpN STANDARDS 1. The following performance standards should be incorporated in the complaint process. The agency's goal should be to provide satisfaction to its customers. Therefore, the agency should make sure that the following standards are met. Keep the following standards in mind when dealing with complaints: • Make sure that complainants, aggrieved parties, and respondents are treated with respect when they came into contact with your agency and throughout the complaint process; • Maintain regular contact with the parries to a complaint - do not allow more than 30 days to pass without some form of personal contact with the parties to let them know what is going on with respect to their complaint; and • Provide complainants with information about all of their rights under your law or ordinance and ask if .they understand the information that was provided.