Client Grievance and

Non-Discrimination Policy

Client Grievance Policy and Procedures

It is the policy of the BiGAUSTIN to provide all clients and those seeking services with a copy of the Client Grievance Policy and Procedures and an opportunity to file a grievance.   If you choose to file a grievance, you are assured that no adverse repercussions will occur to you in any future interaction with the Business Investment Growth (BiGAUSTIN).  A grievance may be filed for the following reasons:

                        1.         You feel that you were improperly denied services

                        2.         You feel that the services were not effective

You, or someone you ask to help you, should put your grievance in writing and submit it on a Client Grievance Form, which you may request by calling BiGAUSTIN.  An exception would be in Step 1 should you choose to discuss the complaint with the Executive Director.  If you are unable to write the complaint yourself and cannot find anyone to help you, you may submit it orally or ask BIGAUSTIN to provide you assistance in submitting your complaint.  If you choose not to use the Grievance Form, please make sure that you have included the same information that is asked for on the form.  All timelines may be extended by mutual agreement.  To file a complaint with BiGAUSTIN, please follow the steps below:

Step 1  As soon as possible following the event with which you disagree, you may contact the Executive Director to discuss your complaint with him or her, or put your complaint in writing and direct it to his or her attention.  The Executive Director has up to 30 days, from the time BIGAUSTIN receives your complaint, in which to provide you a written decision.  If you were denied services based on the merits of your case, the Executive Director's decision shall be final.  If you were denied services for another reason, you may proceed to Step 2.

Step 2  If you are not satisfied with the decision of the Executive Director, and you want that decision reviewed, you must within 15 days request a paper review of the Executive Director's decision by the Grievance Committee of the Board of Directors or request a meeting in person.  The request shall be submitted to the Executive Director who will forward it to the President of the Board of Directors.  The President of the Board will appoint a Grievance Committee to review your complaint.  The decision of the Executive Director will be overturned only upon a showing that there was an abuse of discretion.  The President of the Board of Directors shall send the decision of the Grievance Committee to you in writing as soon as possible, but no later than 45 days after BIGAUSTIN receives your request for a review.  The decision shall be final.

The Executive Director shall submit reports to the Board of Directors regarding grievances handled in Step 1, at least three times per year.

Non-Discrimination Policy for Clients

At BiGAUSTIN, we are committed to creating an inclusive, welcoming, and equitable environment for all clients. Our mission is to empower individuals and businesses, regardless of their background or circumstances, by providing access to resources and opportunities that foster success.

Commitment to Equal Access

BiGAUSTIN prohibits discrimination in the delivery of services, programs, and resources. We are dedicated to treating all clients with respect, dignity, and fairness, regardless of:

  • Race

  • Color

  • Religion

  • Sex

  • Gender identity

  • Sexual orientation

  • National origin

  • Genetics

  • Pregnancy

  • Disability, including individuals who are blind, visually impaired, deaf, or hard of hearing

  • Age

  • Income level

  • Housing status

  • Or any other characteristic protected by applicable laws.

Reasonable Accommodations

BiGAUSTIN ensures that our services are accessible to all clients, including those with disabilities. We provide reasonable accommodations to support individuals with diverse needs, including but not limited to:

  • Assistive technologies for clients who are blind or visually impaired

  • Sign language interpreters or captioning services for clients who are deaf or hard of hearing

  • Modifications to materials or delivery methods to ensure accessibility

Clients requiring accommodations are encouraged to contact our team, and we will work collaboratively to meet their needs.

512-928-8010 or email info@bigaustin.org

Expectations of Clients

To maintain a supportive and inclusive environment for all, we expect clients to:

  • Treat BiGAUSTIN staff, other clients, and partners with respect and courtesy.

  • Avoid discriminatory, harassing, or disruptive behavior while engaging in our programs and services.

Commitment to Accountability

BiGAUSTIN values feedback and takes reports of discrimination or accessibility barriers seriously. Clients who experience or witness discrimination are encouraged to report concerns to our staff or through our designated reporting channels. All reports will be handled promptly, fairly, and confidentially.

By adhering to this policy, BiGAUSTIN reaffirms its commitment to equity, inclusion, and service excellence, ensuring that all clients have the opportunity to succeed in a supportive and discrimination-free environment.