Program Delivery Complaint Process Fact Sheet

The Secretary of Agriculture requires that all U.S. Department of Agriculture employees treat “customers” equally and fairly in all programs and services. USDA has developed a process to resolve complaints when participants or potential customers feel or believe that they have not been treated fairly--that there has been discrimination. The USDA process allows for resolution and appropriate relief. When possible, this occurs within 180 days.

Who can use this process?

Applicants or participants in any program or activity conducted or assisted by USDA-NRCS who feel or believe that they have not been treated fairly may file a complaint.

Where are complaints filed?

Program complaints may be filed with the Director, USDA Office of Civil Rights, 14th & Independence Ave., Room 326-W, Whitten Building, Washington, DC. 20050-9410.

Is there a mandated form for filing complaints?

No. The complaint can be submitted verbally, on the phone, in writing, or on the computer. The complainant should describe how the alleged discrimination occurred, include the date and location of the incident(s), identify the person(s) involved, the agency and program. USDA employees are required to provide information on how to file a complaint and should provide assistance with formulating the complaint, if assistance is needed.

What is the timeframe for filing a complaint?

The initial complaint must be filed within 180 days of the event. However, the Office of Civil Rights may extend this deadline where there is a good cause for late filing.

What are the milestones in processing a complaint?

At the Point of Complaint: The office receiving a complaint should attempt to resolve the complaint immediately with the customer. If it is not resolved, the employee should inform the customer of their right to file with the USDA Office of Civil Rights.

Written complaints received by the local or state office that cannot be resolved must be forwarded to the USDA Office of Civil Rights within one business day with a copy of the complaint to NRCS, Director of Civil Rights Staff.

USDA Action: When a complaint arrives at USDA, the Office of Civil Rights will notify NRCS Civil Rights Director if the complaint is accepted.

The NRCS Director of Civil Rights will notify the Regional or State Conservationist and ask for an Agency response within 24 calendar days.

NRCS State Offices: The State Conservationist will be asked to respond to all allegations in the complaint within the 24 calendar days.

The state may attempt to resolve the complaint (without any coercion) through resolution anytime during the process. If resolved, a copy of the resolution is forwarded through NRCS Director of Civil Rights to the Office of Civil Rights and the case is closed pending implementation of the resolution.

For More Information

• USDA Program Complaint Process “Operation Manual” and NRCS (GM)230, Part 405
• NRCS Director of Civil Rights Compliance Staff, 5601 Sunnyside Ave, Room 1-2144, Stop 5472, Beltsville, MD 20705 or call (301)504-2181 voice, or (301)504-2439 TTY.
• Director, USDA Office of Civil Rights, 14th & Independence Ave., S.W., Rm 326-W, Whitten Building, Washington, DC 20050-9410 or call (202) 720-5964 (voice and TTY)

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Program Delivery Complaint Process Factsheet (PDF; 165 KB)

Last Modified: 11/16/2005