CCCS will conduct an interview by a certified consumer credit counselor or qualified professional counselor. All action plans not conducted by a certified consumer credit counselor will be reviewed by a certified consumer credit counselor.
CCCS has created a Complaint Resolution Process, in the event of customer dissatisfaction.
Some of CCCS' funding comes from voluntary contributions from creditors who participate in Debt Management Plans ("DMP"). Since creditors have a financial interest in getting paid, most are willing to make a contribution to help fund our agency. These contributions are usually calculated as a percentage of payments you would make through your DMP -- up to ten percent (10%) of each payment received. Accounts with client creditors are always be credited with one hundred percent (100%) of the amount the client pays through us. CCCS will work with our clients' creditors regardless of whether they contribute to our agency.
CCCS, its employees, agents and volunteers are held harmless from any claim, suit, action, or demand of client creditors, the client or any other person resulting from advice or counseling. Nothing herein shall apply to actions or claims under the provision of the United States Bankruptcy Code II U.S.C. Sec. 101 et seq.
CCCS will provide a written assessment outlining a suggested client action plan which will be based on the following options:
The Client will handle any financial concerns on their own.
The Client will enroll in the agency's Debt Management Plan. Our DMPs serve the dual role of helping our clients repay their debts and helping creditors to receive the money owed to them.
The Client's participation in a debt repayment program may change information, which is already on their credit report. If their credit report reflects that the client has paid creditors as agreed in the past, a Debt Management Plan could have a negative impact on a credit worthiness decision by a potential creditor, landlord, or employer in the future.
In addition, creditors may report that the client is on a Debt Management Plan and is not paying as originally agreed although they have accepted the reduced payment.
The Client is aware that debts to creditors they repay through the plan may be able to be discharged through bankruptcy. Counselors cannot provide legal advice.
The Client will be referred to the other services of the organization or another agency or agencies as appropriate that may be able to assist with particular problems that have been identified.
At some time in the future, the Client's information may be used for confidential research and/or a neutral third party may contact the Client to request an evaluation of the agency's services.
We pledge that our clients have the right:
To prompt counseling services for managing money based on their financial situation
To treatment with dignity and respect
To be actively involved in a comprehensive assessment of their financial situation including an appropriate action plan
To express dissatisfaction through a Complaint Resolution Process
To discontinue their relationship with CCCS at any time
To ask questions and to have concerns addressed
Complaint Resolution Process
We are committed to providing you with high quality professional services. However, if you are not satisfied with the services provided or if you want to make a complaint, we ask that you follow these guidelines.
Step One: Try to resolve the issue with the staff member involved - giving him or her specific information about your complaint.
Step Two: If Step One is not possible or the issue is not resolved to your satisfaction, request a complaint/grievance form from any staff member at CCCS by calling, faxing, mailing or emailing the office. Complete and return the complaint/grievance form to CCCS.
Step Three: CCCS may request a meeting with you (by phone or face-to-face) or seek more information from a staff person. CCCS will respond within 15 days.
Step Four: If your issue is still unresolved, you may appeal in writing directly to Linda Rath, Director of CCCS.
Consumer Credit Counseling Service of Chattanooga and Consumer Credit Counseling Service of the Tennessee River Valley serves all members of the community. We do not engage in the practices of discrimination in the selection and participation of clients in our programs or services with respect to race, religion, color, gender, age, national origin, handicap or financial status.
Our agency is committed to assuring the privacy of individuals and/or families who have contacted us for assistance. We assure you that all information shared both orally and in writing will be managed within legal and ethical considerations. Your 'personal financial information', such as your total debt information, income, living expenses and personal information concerning your financial circumstances, will be provided to creditors and possibly others with your specific authorization.
We may also use aggregated case file information for the purpose of evaluating our services, gathering valuable research information and designing future programs. Your anonymity will be maintained through the use of your client number or by using aggregate data in all circumstances.
In all other situations, your information may be released to appropriate individuals or agencies ONLY UPON YOUR WRITTEN REQUEST OR when our staff has been served by a valid subpoena.
The following PRIVACY PRACTICES detail circumstances under which we will release your information to a third party:
1. We do not disclose any nonpublic personal information about our customers or former customers to anyone, except as permitted by law.
2. We may compile data and aggregate information that you give to us, but this information may not be disclosed in a manner that would personally identify you in any way.
3. We may disclose some or all of the information that we collect, as described below, to creditors, or third parties that you have authorized who need this information in order for us to assist you after a counseling session.
4. We may disclose all of the information that we collect, as described below, to creditors and related financial institutions that need this information in order to put you on a debt solver program (DSP).
5. We restrict access to nonpublic personal information about you to those employees who need to know that information to provide services to you. We maintain physical, electronic and procedural safeguards that comply with federal regulations to guard your nonpublic personal information.
6. We collect nonpublic personal information about you from the following sources:
- Information we received from you on our applications or other forms you provide
- Information about your transactions with us, your creditors, or others
- Information we receive from a credit reporting agency
7. We may disclose the following kinds of nonpublic personal information about you:
- Information we receive from you on applications or other forms, such as your name, address, social security number, assets, and income
- Information about your transactions with us, your creditors, or others, such as your account balance, payment history, parties to transactions and credit card usage
- Information we receive from a credit reporting agency, such as your credit history
"It is the policy of CCCS of Chattanooga and CCCS of Tennessee River Valley to preserve the privacy of all clients by safeguarding all information and communication between those who seek services and those who provide services. The Agency recognizes that each staff member and volunteer has a responsibility to protect communications obtained in the exercise of duties. Further, the agency will take appropriate steps to define, protect and safeguard the client against unauthorized access to information obtained in the provision of services. These safeguards will include: physical, procedural and legal protections. Those who seek services from CCCS of Chattanooga and CCCS of Tennessee River Valley may be given access to material generated by the agency in their cases in accordance with agency procedures on confidentiality."