San Francisco Administrative Code § 20.405 Complaint

(a) Each shelter shall provide client complaint forms in common areas of the shelter and shall make a complaint form available to a shelter client upon request. Shelter staff shall acknowledge receipt of the client complaints within two business days. Shelter staff shall review and respond to written client complaints within five business days. If the client is not satisfied with the response, the shelter provider shall refer the complaint to the program manager and to the Department of Homelessness and Supportive Housing. The Department of Homelessness and Supportive Housing shall investigate these complaints, if requested by the client, within 10 business days of the request and shall provide the shelter provider with an opportunity to respond to the allegations. The Department of Homelessness and Supportive Housing Shelter Monitoring Committee1 shall also forward the results of its investigation to the Director, who shall comply with Section 20.406(a) below within 45 days.

(b) The Director may promulgate appropriate guidelines or rules for the enforcement of the shelter provider’s contractual obligations imposed pursuant to this Article XIII. Such guidelines or rules may establish procedures for ensuring fair, efficient, and cost-effective implementation of these obligations, including mechanisms to monitor contractor compliance and to determine whether a contractor has failed to comply with its contract obligations set forth in Section 20.404.

(c) Teams conducting site visits may initiate investigations into alleged violations of contractual obligations imposed by this Chapter and shall forward a request for a full investigation to the Department of Homelessness and Supportive Housing.

(Added by Ord. 50-08, File No. 071518, App. 3/28/2008; Ord. 131-10, File no. 100437, App. 6/24/2010; amended by Ord. 277-24, File No. 240871, App. 12/12/2024, Eff. 1/12/2025; Ord. 99-26, File No. 260217, App. 5/29/2026, Eff. 6/29/2026)

CODIFICATION NOTE

So in Ord. 99-26.