Violations or Complaints Process
1. Complaint Submission
Method: Complaints must be submitted in writing via online form, or a physical form delivered to the HOA President or Vice President.
Required Information:
Complainant’s full name and address
Date of complaint
Description of the issue (who, what, where, when)
Supporting evidence (photos, videos, communications, etc.)
Anonymous complaints are discouraged unless there is a valid safety concern.
2. Acknowledgement of Complaint
Timeline: Within 3 business days
Action: HOA acknowledges receipt and assigns a case number.
Communication: Complainant is informed of the general next steps and timeline.
3. Preliminary Review
Timeline: Within 7 business days
Action:
Determine if the issue falls under HOA jurisdiction (vs. County or police).
Dismiss if irrelevant or frivolous, with written explanation to the complainant.
Escalate valid complaints to formal review.
4. Investigation
Timeline: Completed within 14 business days of validation.
Steps:
Contact all relevant parties for statements.
Collect documentation or witness accounts.
Review governing documents, rules, and bylaws.
Note: All parties should be treated respectfully and impartially.
5. Resolution Determination
Who Decides: HOA Board or designated Compliance Committee
Options:
Dismiss complaint (if no violation found)
Issue warning or education notice
Impose fine or corrective action (if bylaws allow)
Refer to mediation or legal counsel if unresolved or serious
All decisions must be documented and based on HOA governing documents.
6. Notification of Outcome
Timeline: Within 5 business days of resolution decision
Method: Written notice to complainant and subject of complaint
Contents:
Summary of findings
Decision and rationale
Actions to be taken (if any)
Appeal process
7. Appeal Process
Timeline to Appeal: 10 calendar days after receiving the decision
Who Hears Appeal: A separate board panel or external mediator (if applicable)
Final Decision: Made within 15 business days and communicated in writing
8. Recordkeeping
Maintain a confidential complaint log including:
Complaint details
Actions taken
Correspondence
Final resolution
Keep records for a minimum of 3 years or as per HOA bylaws.
9. Annual Review of Complaint Policy
Board should review this policy annually to ensure fairness, legality, and effectiveness.
Updates should be communicated to all homeowners.