CHAPTER 7

ADDRESS CONSUMER COMPLAINTS

Best Practice #7: Adopt and maintain written procedures for resolving consumer complaints.

Purpose: A process for receiving and addressing consumer complaints helps ensure reported instances of poor service or non-compliance do not go undiscovered.

Company Policies and Procedures for Implementation and Adherence to Best Practice #7:

1. All Consumer Complaints are tracked on the standard complaint form below.

1. Timeline for handling consumer complaints:

Rev. 9.27.13

Action

Consumer Complaint Received

Complete Complaint Intake Form

Complaint Intake Form Delivered To Complaint Officer

Consumer is contacted by Complaint OPicer for acknowledgment of receipt of complaint and/or to obtain additional information

Status update is made to the consumer If the complaint is not

resolvable within 3 additional business days.

Status update every S th business day thereafter.

Complaint intake form is completed and a copy is either uploaded to server or kept in a separate file along with others

Timeframe

Within 2 Hours Of Receipt

Within 2 Hours Of Completion

Within 24 Hours of Receipt of

Complaint Intake Form

By the end of the 5' h business day

By the end of the 8°h business day and subsequent days until the complaint is resolved.

At resolution of the complaint.

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• Consumer Complaint Contact and Responsibilities

1. The complaint contact for the Company is Angela Spivey. The complaint contact is responsible for:
   1. Supervising the entire Consumer Complaint Process
   2. Ensuring that time requirements for addressing consumer complaints are met;
   3. Administering and maintaining the Consumer Complaint log;
   4. Administering and maintaining the Consumer Complaint files in an orderly and professional manner, including but not limited to
      1. Consumer Complaint Intake Form
      2. All correspondence related to the Consumer Complaint; and
      3. All supporting documentation related to the Consumer Complaint.
   5. Investigating the nature and credibility of the Consumer Complaint, including but not limited to:
      1. Investigation of the Consumer Complaint;
      2. Making a determination as the to the validity and credibility of the Consumer Complaint;
      3. Making a determination as to the person or persons (inside or outside the Company) that is responsible for the facts and circumstances that led to the Consumer Complaint;
      4. Making a determination as to the best possible resolution for the Consumer Complaint; and
      5. Pursuing the best possible resolution for the Consumer Complaint; and
   6. Informing the principals of the Company of the status of filed, resolved and unresolved complaints on at least a monthly basis.

1. Consumer Complaint Intake

1. Every employee is informed and aware that Consumer Complaints may come to the Company in many forms, including but not limited to,:
   1. Phone Calls
   2. Letters (Regular Mail)
   3. Certified Mail
   4. Emails
   5. Voice Mail
   6. Legal Action
2. If an employee hears something that sounds like a Consumer Complaint, the Complaint Intake Form shall be

completed and processed.

1. Consumer Complaint Policy

While not every Consumer Complaint will be the responsibility of the Company, the Company remains dedicated to pursuing a resolution for each Consumer Complain that is preferable and acceptable to the Consumer and the

Company.

PLEASE REFER TO THE BP#7 EXHIBITS FOR INCLUSION AS APPROPRIATE: