General Complaint
This policy details applicants' and participants' rights to file a general complaint.
Policy
The right to file a General Complaint(g) is when a person is dissatisfied with any service provided by FAA and requests management intervention.
NOTE A General Complaint is neither a request for an Appeal nor a Discrimination Complaint. For more information about how to request a formal appeal hearing, see Appeals – Overview.
FAA accepts General Complaints by phone, in person, in writing, by fax, or by mail.
When a person expresses an interest in speaking with management about a complaint, FAA completes all of the following:
●Explains the complaint process
●Gathers all information about the complaint
●Follows FAA office procedures to resolve the complaint
FAA management follows up on all complaints, including all of the following
●Resolves all the issues
●Takes corrective action where warranted
●Ensures the complainant is notified of the resolution
Procedures
FAA management must use the Complaint Tracker to record all General Complains.
FAA management is required to record General Complaints in the Complaint Tracker by the close of business on the same day the complaint is received. For each complaint, FAA management must include all of the following information on the General Complaint Tracker:
●Date the Complaint is received
●Complainant's name
●AZTECS case number/HEAplus application ID number
●Program Type
●Site Code
●Issue Type
●Referral Source
●Initial Complaint
●Outcome details
Legal Authorities
CFR 7 271.6(a)
last revised 03/27/2023