Commission Policy | CPS 08-2021 Customer Complaint, Appeal, and Resolution Policy

The Workforce Innovation and Opportunity Act (WIOA) mandates that each State and Local Area Workforce Development Board (WDB) establish and maintain procedures for WIOA-related complaints. As required under Title 20 CFR Section 683.600(d),  State procedures must provide a process for resolving appeals of decisions issued at the local level, a process for dealing with complaints from participants and other interested parties affected by statewide workforce programs, a process for remanding (or returning) complaints related to the Local Area WDB to the local area grievance process, an opportunity for an  internal resolution and a hearing to be completed within 60 days of the filing of the complaint, and an opportunity for appeal to the Secretary under certain circumstances.