Filing a Complaint or Appeal

• Submit a 1st level appeal to the entity that issued the ineligibility, award type, or award amount (vendor/sub-recipient).
• The appeal must be sent via email, mail, or online form within 10 business days of receipt of the ineligibility, award type, or award amount.
  • Date of receipt is determined using the certified mail delivery date or the date the appellant confirms they received the ineligibility, award type, or award amount via phone or email.
• The vendor/sub-recipient will confirm receipt of the 1st level appeal within 5 business days of receiving it.
• The vendor/subrecipient will send a written determination denying or overturning the appeal request within 10 business days of confirming receipt.
• If an appeal requires additional time for review, then the vendor/subrecipient will provide regular progress updates to the appellant until a final determination is issued.

If a 1st level appeal is denied and the appellant would like to submit a 2nd level appeal, then they may submit it directly to GLO-CDR.

• The appeal must be sent via email, mail, or online form within 10 business days of receipt of the 1st level appeal denial.
  • Date of receipt is determined using the certified mail delivery date or the date the 1st level denial is confirmed via phone or email.
• The GLO will confirm receipt of the 2nd level appeal within 5 business days of receiving it.
• The GLO will send a written determination denying or overturning the appeal request within 10 business days of confirming receipt.
• If an appeal requires additional time for review, then the GLO will provide regular progress updates to the appellant until a final determination is issued.

• Submit a complaint to the entity that is carrying out the project (vendor/builder/sub-recipient like a city, county, public housing authority, or council of government).
• The vendor/builder/sub-recipient will confirm receipt of the 1^st level complaint within 5 business days of receiving it.
• The vendor/builder/sub-recipient will send a written resolution to the complaint within 10 business days of confirming receipt.
• If a complaint requires additional time for review, then the vendor/builder/sub-recipient will provide regular progress updates to the complainant until a final resolution is issued.

• If a complainant is not resolved at the 1^st level and the complainant would like to submit a 2^nd level complaint, then they may submit it directly to GLO-CDR.  
• The complaint must be submitted via phone, email, mail, or online form.
• The GLO will confirm receipt of the 2^nd level complaint within 5 business days of receiving it.
• The GLO will provide a response deadline of 5 to 30 business days, depending on the severity of the complaint.
• The GLO will send a written resolution to the complaint by the established deadline.
• If a complaint requires additional time for review, then the GLO will provide regular progress updates to the complainant until a final resolution is issued.

For program complaints, it is recommended to exhaust the local jurisdiction or vendor’s complaint process first. Contact the entity that is managing the grant and/or program (may include a city, county, public housing authority, council of governors or vendor).

• The local jurisdiction or vendor must have written citizen complaint procedures that provide a timely written response to complaints and grievances.
• Citizens must be made aware of the location, days, and hours when copies of the plan are available.

For complaints involving the entities that manage the program, or if you still have a complaint after the local jurisdiction or vendor has been notified, submit a complaint to the GLO-CDR directly.

• The GLO will provide a timely response to citizen complaints. The response will be provided within 15 working days of the receipt of the complaint, if practical.
• Use one of the four methods (form, email, phone, or mail) provided to submit your complaint to the GLO-CDR division.