Do you have a Complaint Policy?
  • Customer Complaint Policy Bexar County Community Impact is dedicated to providing excellent customer service and maintaining a healthy customer relationship. We have a Complaint Policy to ensure our division handles complaints as efficiently and effectively as possible. You as our customer are entitled to make a complaint to us. Customers who do not agree with the service, application process and/or outcome of their application may file a complaint with Community Impact, a division of Economic and Community Development. Clients may file a complaint in person, by phone or in writing. 
    • Complaint via Front Lobby: We address complaints filed via the front lobby depending on the availability. If Team Lead is unavailable, please provide the following to the Front Lobby Representatives Your Name, Contact Number, and Brief description of the complaint. Front Lobby staff will inform the Team Lead of your complaint and attempt to arrange an appointment. A follow up will occur within 24 hours of your complaint. 
    • Complaint by Phone: We address complaints filed via phone depending on the availability. Phone Representatives will inform the Team Lead of your complaint and attempt to arrange a call transfer. If the Team Lead is unavailable, please provide the following to the Phone Representatives: Your Name, Contact Number, and Brief description of the complaint. A follow up will occur within 24-48 hours of your complaint. 
    • Written complaint: We address complaint filed via mail or email upon receipt. Please provide the following information: Your Name, Contact Number, and Brief Description of the complaint. Team members will inform the Team Lead of your complaint. If the Team Lead is unavailable, a follow up will occur within 24-48 hours of your complaint.
  • Handling Your Complaint
    • Our goal is to resolve complaints in a timely manner; some concerns may take longer than 30 calendar days to resolve. A member of our team will arrange a follow up meeting or call to provide an update. We will keep you informed of the progress on your complaint, proposed actions and the expected timeframe for a resolution.


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1. How can I access the application if I do not have a computer and/or Internet?
2. How can I apply if I am unable to leave my house?
3. Will I still be able to apply if I do not have an email account?
4. What if I do not understand how to complete an application?
5. If I qualified for help last year, do I have to apply every year?
6. Why do I have to resubmit documents I submitted last year?
7. How long does it take to process my application?
8. What are the hours of operation?
9. Do you have a Complaint Policy?