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EXHIBIT B <br />that the LWIA grant recipient's procedures are not in compliance with the State's <br />procedures. <br />There are two phases of complaint resolutions, the informal and the formal. <br />B. INFORMAL PROCESS <br />Informal conferences will be utilized by the Santa Ana LWIA to resolve <br />complaints; however, such informal conferences shall not extend the time within <br />which a decision must be issued after receipt of a complaint, Attempts at informal <br />resolution will commence with two (2) weeks of the date of filing of the complaint. <br />The supervisor or authorized representative will review the case and ascertain <br />facts prior to the conference so that appropriate resolution can take place at the <br />time of this meeting whenever possible. <br />If mutually satisfactory resolution results and the Santa Ana LWIA concurs, the <br />supervisor or an authorized representative will write a brief report for the file <br />stating the issues and resolution. The matter shall then be considered closed, <br />If resolution does not result, the complainant shail be provided the necessary <br />information and assistance to request a formal hearing if he /she so desires. <br />C. FORMAL PROCESS <br />All complaints must be made in writing within one year of the alleged occurrence, <br />except complaints alleging fraud or criminal activity. Official filing date of the <br />complaint is the date the written complaint is received. <br />All complaints shall be signed by the complainant or his or her representative; <br />Have it sworn to before a notary public, if possible, If the complainant is a <br />private or public entity or corporation, and not a natural person, the filing of the <br />complaint must be duly authorized by the governing body of such entity or <br />corporation <br />Contain the complainant's name address or other means of contacting him or <br />her. Give the name and addresses of all persons who were present or who had <br />anything to do with the matter, <br />Identify the respondent; and <br />Provide details that tell what happened, where it happened, and when it <br />happened. <br />251 -26 <br />