Section 401.7. Grievance Procedure

(a) Complaints about legal assistance.

(1) A Recipient shall establish procedures for determining the validity of a complaint about the manner or quality of legal assistance that has been rendered.

(2) The procedures shall provide at least:

(i) Information to a client at the time of the initial visit about how to make a complaint, and

(ii) Prompt consideration of each complaint by the director of the Recipient, or the director’s designee, and, if the director of the Recipient is unable to resolve the matter,

(iii) An opportunity for complainant to submit an oral and written statement to a member(s) of the Recipient’s grievance committee established by the governing body, preferably a board member who is himself/herself client eligible.

(3) A file containing every complaint and a statement of its disposition shall be preserved for examination. The file shall include any written statement submitted by the complainant.

(b) Complaints about denial of assistance. A Recipient shall establish a simple procedure for review of a decision that a person is financially ineligible, or that assistance is prohibited by the Act or Regulations, or by priorities established by the Recipient pursuant to section 401.9. The procedure shall include information about how to make a complaint, adequate notice, an opportunity to confer with the director of the Recipient or the director’s designee, and, to the extent practicable, with a representative of the governing body, preferably a board member who is himself/herself client eligible.