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Civil Rights News | Jan. 21, 2025

Understanding Informal Complaints: Your First Step Toward Resolution

By BMC Benjamin Westerfield, Equal Opportunity Advisor, Region 1, Zone 1

All members of the Coast Guard workforce, as well as applicants for employment, have the right to engage in the Equal Employment Opportunity (EEO) and Equal Opportunity (EO) complaint process. This process is designed to provide a straightforward path to resolution.  

Before filing a formal EEO/EO complaint, the process begins with the informal stage, where the complainant contacts a Civil Rights Service Provider (CRSP) to report a potential discriminatory action. To be considered timely, a complaint should be filed within 45 calendar days from when the individual became aware of the discriminatory action. It's important to know that during the informal process, complainants have the right to remain anonymous. 
 
Once the complainant has made contact, the CRSP will explain the complainant’s rights, responsibilities, and the complaint process. This stage focuses on addressing the concern informally and seeking a potential resolution quickly and at the lowest level possible.  
 
There are two paths an individual may choose in the EEO/EO informal complaint process. The first path is traditional counseling, which lasts for 30 calendar days. During this time, the CRSP will gather information from the complainant, speak with management, and talk to any witnesses (if applicable). The CRSP will then attempt to resolve the issue with management. The second path is Alternative Dispute Resolution (ADR), which extends the informal stage to 90 calendar days. If ADR is chosen, a mediator will be assigned to the case, bringing management and the complainant together to attempt resolution. Mediation is a popular ADR option during the informal EEO/EO complaint stage in the Coast Guard. If a successful outcome is mutually agreed upon in any of these two paths, the issue can be resolved between the parties, and the EEO/EO complaint process ends. 
 
If the matter isn’t resolved during the informal stage, the complainant can proceed with a formal complaint, where the issue will be examined in more detail through investigations and additional actions. Stay tuned for part two of this series, where we’ll discuss the formal complaint process and what to expect when entering that stage. 

For questions or more information, please contact your local CRSP.