[Code of Federal Regulations]
[Title 32, Volume 6, Parts 800 to End]
[Revised as of July 1, 1999]
From the U.S. Government Printing Office via GPO Access
[CITE: 32CFR818.5]

[Page 55-56]
 
                        TITLE 32-NATIONAL DEFENSE
 
                CHAPTER VII--DEPARTMENT OF THE AIR FORCE
 
PART 818--PERSONAL FINANCIAL RESPONSIBILITY--Table of Contents
 
                           Subpart A--General
 
Sec. 818.5  Processing of complaints.

    Any complaint that meets the requirements of this part will be 
processed. Processed means that the commander shall, within 15 calendar 
days of receipt of a complaint:
    (a) Review all available facts surrounding the transaction or 
forming the basis for the complaint, including the member's legal rights 
and counterclaims. Assess the actions of the member as they apply to Air 
Force policy in these situations by reviewing the requirements of the 
credit agreement, court order, separation agreement, or other documents 
and actions taken by the member to resolve the matter, and the financial 
status of the member.
    (b) Advise the member of Air Force policy appropriate to the 
complaint--that personal debts are expected to be paid in a proper and 
timely manner or that Air Force members are expected to provide regular 
and adequate support for their dependents. Also, explain what the member 
should do to comply with that policy.

[[Page 56]]

    (1) Legal counseling services are available regarding indebtedness 
and dependent support agreements.
    (2) Financial counseling and assistance services are available 
through the Personal Financial Management Program (PFMP) or the Budget 
Restructuring Program (BRP).
    (i) PFMP is designed to assist personnel in analyzing personal 
financial problem areas, developing budgets, formulating debt-
liquidation plans, obtaining consumer protection, improving checkbook 
maintenance, and buying on credit. (See AFR 170-32, Personal Financial 
Management Program (PFMP))
    (ii) BRP is a coordinated approach between the PFMP manager, 
Headquarters Air Force Aid Society (AFAS) and the installation 
commander, whereby members who are undergoing financial difficulties may 
obtain a loan. BRP loans are made to deserving members in selected cases 
where long-term debt problems are such that budget restructuring is 
essential if the member is to function effectively in the Air Force 
environment.
    (iii) Counseling services may also be available from the onbase 
military banking facility or credit union.
    (c) Advise the complainant of Air Force policy that applies to the 
situation. Responses to dependent support complaints will include, when 
appropriate, a copy of the factsheet describing the legal process 
procedures that may be taken against the Air Force (Sec. 818.20 and 
818.21). Form letters are not permitted.
    (1) The Air Force does not arbitrate disputed cases, admit or deny 
validity of the complaint, or confirm the liability of its members.
    (2) Under no circumstances will the response indicate whether or not 
administrative or disciplinary action has been taken against the member 
as a result of the complaint.
    (3) Replies should be courteous and responsive to the complaint. The 
commander is not an intermediary and that impression should not be given 
in the reply.
    (4) Commanders must actively monitor complaints until they are 
resolved. The Air Force cannot tolerate financial irresponsibility, 
neglect, dishonesty, or evasiveness. Failure to liquidate personal 
financial obligations promptly and honorably or to provide regular and 
adequate financial support to dependents could necessitate 
administrative or disciplinary action. If the commander decides the 
complaint reflects adversely on the member, the administrative or 
disciplinary action should be made a part of the unfavorable information 
file (UIF) according to AFR 35-32 (Unfavorable Information Files, 
Control Rosters, Administrative Reprimands and Admonitions) or the unit 
assigned personnel information file (UAPIF) according to AFR 35-44 
(Military Personnel Records Systems).