Contact and Complaint Procedure

Introduction

Empire State Wellness Inc. ("we," "us," or "our") is committed to maintaining open communication and addressing concerns related to our services and programs for veterans and first responders in New York. This Contact and Complaint Procedure outlines how you can reach us and resolve issues effectively.

Contact Information

We are available to assist you with inquiries, support, or general information:

• Email: info@empirestatewellness.org
• Website: https://empirestatewellness.org
• Hours: Monday through Friday, 9:00 AM to 5:00 PM EDT (responses may vary outside these hours)

Please include your name, contact information, and a brief description of your inquiry when reaching out.

Complaint Process

If you have a concern or believe you have been treated unfairly, we encourage you to file a complaint. Our process is designed to address your issues promptly and fairly:

• Submission: Submit your complaint in writing via email to info@empirestatewellness.org or through our website contact form at https://empirestatewellness.org. Include your full name, contact details, a detailed description of the issue, dates, and any relevant parties involved.
• Acknowledgment: We will acknowledge receipt of your complaint within 5 business days and assign it a reference number for tracking.
• Investigation: Our team will investigate the matter thoroughly, which may involve contacting you for additional information or consulting with relevant staff, aiming to complete the review within 30 days.
• Resolution: You will receive a written response outlining our findings, any actions taken, and next steps. If the issue requires further action, we will provide a timeline for resolution.
• Escalation: If you are not satisfied with the resolution, you may escalate the matter to the New York Attorney General’s Charities Bureau. Provide our response and reference number with your escalation.

Additional Support

For urgent matters or accessibility needs, please indicate this in your communication, and we will prioritize your request. We aim to accommodate individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).

Compliance and Transparency

This procedure complies with the guidelines set forth by the New York Attorney General’s Charities Bureau for nonprofit accountability. Our 501(c)(3) status is pending, and donations are tax-deductible under IRS guidelines during this period, with registration with the New York Attorney General’s Charities Bureau in process.

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