PROCEDURE

ACC 3.01

Date 11/8/06

Initial Release

Rev. 00

Page 1 of 3

COMPLAINT PROCESSING PROCEDURE

1.0   GENERAL COMPLAINT INFORMATION

1.1   This procedure is intended to outline steps to be taken for initiating, documenting, investigating, and resolving complaints received by the Carolina Shores Property Owners Association (CSPOA) Office Staff, Board of Directors, or Architectural Control Committee (ACC).

1.2    Complaints addressed by this procedure shall be limited to activities within the community related to either Property Owners, Property Owners property, Contractors or other entities working or providing services at residences within the community, or on CSPOA common property.

1.3 Specific issues related to utilities, i.e. water, sewer, power, telephone, etc., shall be addressed with the utility company. Complaints related to activities controlled by the Town of Carolina Shores (TOCS) shall be addressed with Town Hall, i.e. street repairs, storm water drainage issues, tree preservation or removal, or other areas identified in town ordinances. The CSPOA will not become involved with trespassing, property boundary line disputes, personal, or domestic issues.

1.4 Complaints may be initiated by CSPOA Property Owners, Contractors who are currently building in CS, Public Utility Companies, or other non-residents as deemed appropriate by the CSPOA Board of Directors.

1.5 All complaints must be initiated in writing by completing CSPOA Form-Complaint 3.01-1 (Exhibit A),   which can be obtained from the POA office secretary or accessed on the CSPOA Website at (www.carolinashorespoa.org).

1.6 Some types of complaints related to POA controlled activities may go directly to the Board of Directors for review and action. All other complaints will be referred to the ACC, and recorded in the ACC Daily Activity Log by the CSPOA Secretary.

CSPOA

Architectural Control Committee

COMPLAINT PROCESSING

PROCEDURE

PROCEDURE

ACC 3.01

Date 11/8/06

Initial Release IIIII

Rev. 00

Page 2 of 3

2.0    ACC INVESTIGATION OF COMPLAINTS

2.1    All information pertaining to the complaint initiator shall remain confidential.

2.2    Review the complaint in detail, to determine if sufficient information has been provided to proceed with the investigation. If not, contact the complaint initiator for additional information.

2.3   When the complaint relates to a specific property owner, review the property owners file for any

      supporting information.

2.4   Visit the site in question and verify that the complaint is valid. If the complaint is correct, document the findings on the form, and if not, so state on the complaint form.

2.5   The first attempt to resolve most complaints should be by initiating a phone call to the property owner or individual identified as having responsibility for correcting the complaint.

2.6 When the complaint has been resolved by a phone call, indicate a follow up date for verification on the complaint form, and forward to the ACC Chairman.

2.7   When the complaint can not be resolved by a phone call, a request shall be made to the ACC Chairman to send a letter to the property owner or individual involved.

     The letter shall state:

            The specific DOR Section, By-Law, and/or Guideline involved.

            The time frame given to correct or resolve the issue.

            The ACC action which will be initiated if the problem is not corrected.

2.8   The CSPOA Board of Directors shall be copied on all letters sent out related to complaints.

2.9   The ACC Chairman shall follow up on all open complaints and advise the Board of Directors

if additional action by the Board will be necessary to resolve the complaint.

2.10    Until the complaint has been fully resolved, the ACC Chairman will provide periodic updates to the complaint originator advising him/her of progress, and when fully resolved, the complaint

originator shall be so notified.

2.11    Once the complaint has been fully resolved, close out the complaint form, and, if related to a specific property, file a copy in the property owner’s file. All other resolved complaint forms shall be placed in the ACC general complaint file.