Filing a Complaint or Appeal

Filing a Complaint or Appeal Concerned citizens can file a complaint or appeal a decision to the Texas General Land Office Community Development and Revitalization division (GLO-CDR). Policies and procedures are in place to help facilitate this process. A complaint or appeal should be submitted using the steps outlined below. Filing a Complaint or Appeal Concerned citizens may file a complaint or appeal with the Texas General Land Office’s Community Development and Revitalization Department (GLO-CDR) via: 1.    GLO-CDR’s online form below; 2.    Email at [email protected] 3.    GLO-CDR’s hotline at 844-893-8937 (citizens may file a complaint anonymously); or 4.    Mail at: ATTN: GLO-CDR – Community & Quality Assurance Texas General Land Office PO Box 12873 Austin, TX 78711-2873 GLO-CDR will not respond to complaints or appeals posted on social media. Complaints can be submitted anonymously by calling 1-844-893-8937. Appeal Process If a authority, or other entity would like to file an appeal, then the following steps should be followed. Step 1: •    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 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. Step 2: 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 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. Complaints Process GLO-CDR Project Complaint Process If a citizen has a complaint regarding a GLO-CDR project, then the following steps should be followed. STEP 1 •    Submit a complaint to the entity that is carrying out the project (vendor/builder/sub-recipient like a housing authority, or council of government). •    The vendor/builder/sub-recipient will confirm receipt of the 1st 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.