CLIENT BILL OF RIGHTS

Novadebt pledges that our clients have the right to:

Ø Prompt, confidential and thorough counseling sessions conducted by certified counselors who will help determine the best solution for each individual client’s situation

Ø Accurate information about Novadebt and our services

Ø Treatment with the upmost dignity and respect

Ø Participate fully in a comprehensive assessment of their financial situation; including the receipt of a written action plan based on the information discussed

Ø Have any questions or concerns answered in a timely and courteous manner

Ø To discontinue their relationship with Novadebt, at any time, without penalty

Ø Timely correction of any errors or mistakes made by Novadebt or any of its agents

Ø Monthly statements of funds received and disbursed on their behalf

If you feel that Novadebt has not upheld the information contained within the Client Bill of Rights, please direct your concerns to:

Gina McCullough / Director of Quality Assurance

225 Willowbrook Road

Freehold, NJ 07728

COMPLAINT RESOLUTION POLICY

Novadebt is committed to providing you with high quality services. However; if you are not satisfied with the services received and would like to submit a complaint, please follow the guidelines below to ensure your concerns are addressed:

Ø Step 1 – Initial resolution of the complaint should be with the staff member involved by providing them with specific information about your complaint. You may request to speak with the employee’s supervisor, if you feel your concern requires escalation.

Ø Step 2 – If step 1 is not possible or you still do not feel your issue has been resolved to your satisfaction, submit your complaint in writing to the main office in Freehold or call the Director of Quality Assurance at 800-772-4557 X80213. All correspondence should be to the attention of the Director of Quality Assurance.

Ø Step 3 – The Supervisor or Director of Quality Assurance may request further information from you and may attempt to contact you either via phone or email to address your concerns. In addition, the agency may seek more information from the staff member involved. The Agency will respond within 15 days of receipt of the complaint.

Ø Step 4 – If your issue is still unresolved, the client may appeal in writing directly to the Executive Vice President of Administration or President. Correspondence can be sent to 225 Willowbrook Road, Freehold, NJ 07728. After additional fact finding, this individual will provide a concluding decision to the client within 15 days.

NON – DISCRIMINATION POLICY

Novadebt serves all members of the community. We do not engage in practices of discrimination in the selection and participation of clients in our programs or services with respect to race, religion, color, gender, national origin or handicap.