Customer Bill of Rights

We, the staff of the Family Assistance Administration, are committed to providing quality services to all of our customers.

As our customer, you have certain rights to:

You have a right to courteous and professional treatment.  Our goal is to:

• Treat you with respect
• Listen to you and answer your questions
• Keep your information confidential
• Respond to your needs
• Respond to your incoming calls
• Provide a clean and comfortable environment
• Assist those with disabilities to obtain services
• Assist you or anyone in your household with registering to vote

You have a right to receive clear and current information.  Our goal is to:

• Inform you on what services are available to your household
• Give you information about our programs and services
• Establish and expand community ties to the benefit of all Arizonans

You have a right to receive timely, accurate benefits if you are eligible.  Our goal is to:

• Screen your application for all requested services and recommend any additional programs
• Allow you to contact us for an interview via telephone or in person
• Give you simple explanations and instructions during the application and eligibility process
• Notify you of our decisions in writing via U.S. Mail or electronic notification
• Assist you in seeking or requesting an appeal if you disagree with our decisions

As our customer, you have a responsibility to:

• Contact us to complete an interview
• Report all required changes
• Comply with our Quality Control process
• Provide us with complete and accurate information