Vendor Training September 2018 Table of Contents State

Vendor Training September 2018

Table of Contents § § § State WIC Contact Info What is WIC? INWIC Mobile Approved Foods Card (AFC) Shelf Tags Minimum Stock Requirements FY 2019 Food Changes WIC EBT Overview Mid-Transaction Review Balance Inquiries Approved Products List (APL) Updates Cash Value Benefit (CVB) § PLU Codes and Fresh Produce § Commonly Encountered Transaction Issues § System Errors: Integrated vs. Stand Beside Vendors § WIC Card Left at Store § WIC Pharmacies § Special Order Formula Form § Vendor Complaints § FY 2019 Policy Changes § Quiz § Q&A § Non-Discrimination Statement

State WIC Contact Information Indiana WIC 2 North Meridian Street Indianapolis, IN 46204 Toll Free: 800 -522 -0874, Option 2 Access the WIC Approved Food Card, Vendor Manual, Vendor Notices, Vendor Application and more at: www. wic. in. gov Vendor Manager Mark Wolfe 317 -234 -8148 Mwolfe 1@isdh. in. gov Vendor Consultants North: Tori Harvey 317 -233 -1386 Tharvey 1@isdh. in. gov South: Lindsey Downs 317 -233 -7938 Ldowns@isdh. in. gov

State WIC Contact Information

What is WIC? § WIC= Women, Infants, and Children § Funded by the United States Department of Agriculture (USDA) § Run by the Indiana State Department of Health (ISDH) and local sponsoring agencies § Provides nutrition education and healthy supplemental foods to: § § § Pregnant women Breastfeeding women Postpartum women Infants Children up to the age of 5 § WIC clients spent almost $100 million at Indiana WIC vendors in 2017.

INWIC Mobile App § WIC clients can now download the INWIC Mobile App and scan product bar codes to see: § Is this WIC-approved? § Is this on my remaining benefits? § Clients CANNOT use the app to: § Scan fresh produce UPCs (only PLUs are available) § Scan bar codes on shelf tags (may not contain UPC on product) § If a product is not ringing up correctly, ask the client if they can use the app to check that the product can be purchased. § Clients can also submit UPCs that are not ringing up correctly to the Indiana WIC office through the app § WIC clients can also use the app to: § § View future benefits Search for nearby vendors Search for nearby WIC clinics Receive clinic appointment reminders § Only users with valid WIC EBT card accounts can fully use app features

INWIC Mobile App – UPC Scan

INWIC Mobile App – UPC Scan

Approved Foods Card (AFC) § Specifies the foods allowed for clients § WIC Program Booklets are provided to each client and contain the same information § Clients can use INWIC Mobile App UPC Scan if items are not ringing up correctly § If a product that meets WIC criteria is not ringing up correctly, let someone know! § § Indiana WIC Local WIC office Customer Service Manager (CSM) Corporate contact

Approved Foods Card (AFC) § Indiana WIC will no longer be printing the AFC § $10, 000 cost per year § Feedback that vendors do not use regularly § Vendors may print AFC if desired § Indiana WIC will not require AFC at cash registers § Primary transaction problem solving tool should be INWIC Mobile App § Clients can use UPC Scan to provide detailed information on items § Cashiers can access AFC in INWIC Mobile App Resource Links with no sign-in required

INWIC Mobile App – Approved Foods Card

Use the QR code to download the INWIC Mobile App on your phone now!

Shelf Tags For stores with state-provided WIC shelf tags § You should only have yellow WIC tags on store shelves § Contact Indiana WIC if you need replacement shelf tags For stores who print their own WIC shelf tags § Ensure that WIC shelf tags are accurate § Contact your corporate office if there is an error For pharmacy-only vendors § You are not required to have shelf tags

Reason for Minimum Stock Requirement Changes § Every 3 years, Indiana WIC conducts a client satisfaction survey. § In the 2014 and 2017 surveys, clients stated that the #1 issue faced while shopping is “Stores not having adequate stock of all items I need. ” § 2014: 43. 2% of clients § 2017: 32. 6% of clients § In response, Indiana WIC has increased the minimum stock requirements in several categories. § We consulted WIC EBT redemption data to determine appropriate increases. § Product shelf life was considered in the analysis. § Reminder: Maintaining adequate stock is good business. § More WIC reimbursement § More satisfied WIC customers

Minimum Stock Requirement Changes § Milk § New: 15 gallons – 4 gallons whole, 1 gallon 2%, 10 gallons 1% or skim § Old: 12 gallons – 3 gallons whole, 2 gallons 2%, 7 gallons 1% or skim § Milk changes are tied to WIC EBT redemption rates § Cheese § New: 5 pounds and 2 kinds § Old: 3 pounds and 2 kinds § Eggs § New: 5 dozen large or extra-large white eggs § Old: 3 dozen large or extra-large white eggs

Minimum Stock Requirement Changes § Fruits & Vegetables § New: $50 total – 2 varieties of fruits, 2 varieties of vegetables, fresh or frozen § Old: $30 total – 2 varieties of fruits, 2 varieties of vegetables, fresh only § Cereal § New: 25 boxes – 6 kinds dry, 1 kind cooked, at least 1 whole grain cereal § Old: 20 boxes – 6 kinds dry, 1 kind cooked, at least 1 whole grain cereal § Bread § New: 10 loaves of 16 ounce whole wheat or whole grain bread § Old: 5 loaves of 16 ounce whole wheat or whole grain bread § Stores with low bread sales have been granted waivers for re-contracting

Minimum Stock Requirement Changes § Infant Fruits and Vegetables § New: 200 ounces (oz. ) in either 4 or 8 ounce containers § 50 cans of 4 oz. , 50 two-packs of 2 oz. tubs, or 25 two-packs of 4 oz. tubs § Old: 192 ounces in either 4 or 8 ounce containers § Infant Meat § New: No longer minimum stock requirement § Old: 16 jars of 2. 5 ounces § WIC clients will still buy, but infant meats is WIC’s least popular food category § 30. 4% of WIC infant meat benefits were purchased in July 2018 § Infant Cereal § New: 80 ounces and 2 kinds § Old: 64 ounces and 2 kinds

Minimum Stock Requirements (No Changes) § Juice § 15 bottles of 64 ounces § 2 kinds AND § 5 cans of either 11. 5 – 12 ounce juice concentrate or 46 – 48 ounce juice § 2 kinds § Peanut Butter § 5 jars of 16 – 18 ounces § Beans § 2 kinds dry beans, peas, or lentils § 3 pounds total in 1 -pound bags AND § 128 ounces canned beans § 15 – 64 ounce cans

Minimum Stock Requirements § No changes to Gerber Infant Formula § (6) 12. 1 ounce containers of Gerber Good Start Gentle concentrate § (20) 12. 7 ounce cans of Gerber Good Start Gentle powder § (5) 12. 9 ounce cans of Gerber Good Start Soy powder § (10) 12. 4 ounce cans of Gerber Good Start Soothe powder

New Pharmacy Minimum Stock Requirement § Pharmacy-only vendors must carry these formula quantities in stores at all times starting October 1, 2018 § § (6) 12. 1 ounce containers of Gerber Good Start Gentle concentrate (10) 12. 7 ounce cans of Gerber Good Start Gentle powder (5) 12. 9 ounce cans of Gerber Good Start Soy powder (5) 12. 4 ounce cans of Gerber Good Start Soothe powder § WIC will inform clients that pharmacy-only vendors have these formulas instock

FY 2019 Food Changes § Beans § New: Dry or canned; any type; no organic, baked, wax, soups, or additives § Old: Any type of dry; only certain types of canned § Fish § New: Chunk light tuna and pink salmon; all sizes; cans only; no organic or premium § Old: Only certain sizes § Cheese § Muenster cheese now approved § Dry Milk § New: All sizes § Old: Only 9. 6 or 25. 6 oz.

FY 2019 Juice Changes § Juice § New: All juice types and blends (100% juice and either 72 mg OR 120% Vitamin C) § Old: Only certain juices or blends § Same sizes: 64 oz. juice, 46 -48 oz. juice, or 11. 5 -12 oz. juice concentrate § New juice labels are being introduced § Large manufacturers: Must comply before 1/1/20 § Small manufacturers: Must comply before 1/1/21 § Some manufacturers have already changed labels § Label Changes § New: 72 mg of Vitamin C is 80% daily value § Old: 72 mg of Vitamin C is 120% daily value § Old label does not list specific mg count

New Juice Labels

FY 2019 16 oz. Bread Additions § Aunt Millie’s Healthy Goodness Whole Grain White § Essential Everyday 100% Whole Wheat § Lewis Bake Shop 100% Whole Wheat § Our Family 100% Whole Wheat § Pepperidge Farms Light Style 100% Whole Wheat § Pepperidge Farms Very Thin 100% Whole Wheat § Roman Meal Sungrain 100% Whole Wheat § Shoppers Value 100% Whole Wheat § Signature Kitchens 100% Whole Wheat

FY 2019 16 oz. Tortilla Changes § Additions § Hy-Top yellow corn § Kroger gluten-free yellow corn § Our Family white corn § Signature Kitchens whole wheat § Deletions § Spartan whole wheat (discontinued)

§ Sizes allowed FY 2019 Cereal Changes § All cereals: 12, 18, 24, or 36 oz. § Oatmeal: 11. 8 or 23. 7 oz. § Store brand cereals § New brands: Best Choice, Essential Everyday, Food Club, Great Value, Hy-Top, IGA, Kiggins, Kroger, Meijer, Our Family, Schnucks, Shurfine, Signature Kitchens § Types of cereal: Corn flakes, corn squares, crispy rice, oatmeal, rice squares, shredded wheat, toasted oats

FY 2019 Cereal Changes National brand additions

FY 2019 Cereal Changes National brand deletions

WIC EBT Overview § WIC clients will initially visit the WIC clinic to receive their WIC card. § Benefits for the entire household are on one card. § Each month’s benefits are reloaded to the WIC card. WIC Card Check Out Procedures § After a client has selected the item(s) they wish to purchase, they will choose a checkout lane that accepts WIC. § Cashier will scan items. § The client will swipe the WIC card. § The client will enter their 4 -digit PIN number. § This is the only verification that needs to be done. § Client signature or ID is not required. § Stores using their cash registers for WIC will provide a mid-transaction review process (receipt or screen) for the client to review and confirm the WIC purchase. The client will either confirm or ask the cashier to void certain items. § The cashier should give the client a receipt at the end of the transaction which displays the beginning benefits available, the items purchased, and the ending/current benefits available. § The client can continue the transaction with any remaining non-WIC items using another form of payment (SNAP, TANF, credit card, debit card, cash, etc. ).

Mid-Transaction Review • Integrated vendors who process WIC transactions using their own cash registers will either a) print a mid-transaction receipt or b) provide the WIC customer with a screen to review that includes the specific WIC quantities of items purchased. • Please allow the WIC customer to review before confirming WIC purchases to reduce WIC transaction errors and to ensure that the correct items are being purchased. • Stand beside vendors who use separate WIC devices to process WIC transactions are exempt from this requirement.

Balance Inquiries § Balance inquiries show clients the benefit categories and quantities available for purchase. § Stores are required to run a balance inquiry when asked by a client. § Inquiries can be run: § Before a transaction § After a transaction § Without a purchase being made § Indiana WIC encourages using the INWIC Mobile App to see benefit balance information, but WIC clients are not required to use the app.

Approved Products List (APL) Updates § The Approved Products List (APL) controls what can and cannot be purchased using the WIC card § The APL may be updated by Indiana WIC staff on a daily basis § New products or products with UPC code changes need to be reported to Indiana WIC § The UPC Request Form should be completed to add UPCs to the APL § This form is available at https: //secure. in. gov/isdh/24780. htm § Chain grocery stores should check with corporate on proper procedure for submitting APL updates § Cashier can also ask client to submit items through the INWIC Mobile App

Cash Value Benefit (CVB) CVB is a fixed dollar amount WIC card benefit used to purchase fresh or frozen fruits and vegetables. How to Redeem WIC card CVBs: § The CVB total for the entire household will be available on the WIC card § Client will use WIC card to purchase fruits and vegetables § If cost is over dollar limit, client may: § Pay the dollar amount over the remaining benefits using another payment method (SNAP, TANF, credit card, debit card, cash, etc. ) § Return item(s) to stay within the dollar amount § Cash back is not allowed

PLU Codes and Fresh Produce § Fresh produce can only be redeemed using PLU codes § Fresh produce inventory changes frequently, and the state cannot update the Approved Products List (APL) as quickly as necessary § This is also why the INWIC Mobile App UPC Scan cannot be used on fresh produce § Fresh produce with UPC codes need to be mapped or linked to corresponding PLU codes § Stores must perform PLU mapping using one of the two following methods: § Map all fresh produce to general WIC produce code 4469 § Map each fresh produce item to the corresponding PLU code in the IFPS standards § Example: map blueberries to 4240 or 42406 § Stores must also allow manual entry of PLU codes for items where PLU mapping has failed or not taken place § Example: Manually enter PLU codes 4469, 4240, or 42406 when blueberries do not ring up

PLU Codes and Fresh Produce If a fresh produce item is obviously WIC-approved (carrots, lettuce, berries, etc. ) and is not scanning correctly: • First, enter in a PLU code to see if it works (4469 or product-specific). • If that allows the item to be purchased on WIC, let a Customer Service Manager (CSM) or corporate contact know about the issue so it can be corrected for other WIC customers. • If the PLU code doesn’t work, check the client’s benefits balance using the INWIC Mobile App or a cash register balance inquiry. • If the client has adequate benefits and still cannot buy the product, let a CSM or corporate contact know.

Commonly Encountered Transaction Issues § Fresh produce product is not ringing up correctly § Pop quiz: Do you remember what you should do? § Product is not a WIC eligible product § For example, WIC clients cannot buy 7 -ounce (oz. ) cheese § Client can pay using another method or can void item(s) § Product is authorized, but not a part of client’s food package § For example, trying to buy whole milk when assigned 1% or skim milk § Check INWIC Mobile App or run a balance inquiry § Client has no valid benefits § Maybe the client missed a clinic appointment and did not have benefits reloaded § Check INWIC Mobile App or run a balance inquiry § Product is a valid non-produce WIC product, but will not run § Check INWIC Mobile App to see if UPC is in the Approved Products List (APL) § Approved Products List (APL) is also available here: https: //secure. in. gov/isdh/24780. htm § If UPC is on APL, there is likely a system or cash register error preventing the transaction § If UPC is not on APL, then ask client to submit UPC through the INWIC Mobile App

System Errors: Integrated vs. Stand Beside Vendors Integrated Vendor § An integrated vendor is a store that has cash registers that can accept WIC transactions without additional equipment § Example: Walmart, Kroger, Meijer § Integrated vendors are encouraged to contact your corporate office or Third Party Processor (TPP) to handle any system errors occurring at store § You may see errors like “transaction failed” or “system error” Stand Beside Vendor § A stand beside vendor is a store that has at least one separate device for WIC transactions § If a stand beside vendor has a system error or equipment issues, you should call the Conduent vendor help desk at (855) 222 -0502

WIC Card Left at Store § Contact your local WIC clinic § Report the card number to local clinic or mail card to Indiana WIC (address on back of card) § Local clinic will contact client, deactivate the lost WIC card, issue client a new WIC card, and instruct store to destroy the old WIC card § Only destroy a WIC card when instructed to do so § DO NOT return WIC cards to customers § There is no name or other identification on the card § There is no way to tell if you are returning the card to its rightful owner

WIC Pharmacies § Many grocery stores contain pharmacies and must provide WIC foods, infant formula, and WIC eligible nutritionals § Pharmacy-only vendors must provide only infant formula and WIC eligible nutritionals § If a pharmacy exists in your store, you must provide ALL WIC-approved formulas and nutritionals § Full list available here: https: //secure. in. gov/isdh/files/IN_WIC_Formulary. pdf § Special order formula must be provided within 2 business days § This is the infant’s only source of food, and we want our babies to be able to eat! § If a store does not contain a pharmacy, you are only required to provide Gerber infant formulas § You may provide additional formulas (like Neosure, Alimentum, Pediasure, etc. ) § If a WIC client asks you for a formula that you do not carry, please refer them to their local WIC clinic

Special Order Formula Form The WIC clinic should give a special order formula form to eligible WIC clients to assist in ordering the correct formula. Clients can provide this form to the pharmacy to ensure that the correct formula is being ordered and picked up. Special Order Formula Form Details § Local WIC contact info § Client info § First day and last day to use benefits § Picture of product § Description of product § Package size information § UPC code(s) for product

Special Order Formula Form

Vendor Complaints § As a WIC vendor you have the right § Using the WIC receipt from the to file a complaint against a WIC transaction, please provide at least client the last 4 digits of the client’s WIC card and a physical description of the client § Form should be filled out with specific information on what was said and done by the client § Send complaint to the local WIC clinic or the state WIC office at WICVendor. Mail@isdh. in. gov § Complaint form is available at www. wic. in. gov on the Vendor Information webpage

FY 2019 Policy Changes § All changes become effective October 1, 2018 § Changes § Inventory recordkeeping § New peer group assignments § Competitive price selection criteria (CPSC) § Client access criteria § Civil money penalty (CMP) changes § Stand beside device criteria § Above-50% (A 50) vendor regulations

Inventory Recordkeeping § Same: Maintain inventory records for 3 years § This has consistently been listed in the vendor agreements signed between Indiana WIC and vendors § New: WIC inventory must be obtained from wholesalers/distributors § Re-sale of items purchased from other WIC vendors no longer allowed § Receipts are a less reliable paper trail than invoices from wholesalers § New: Inventory records must contain the following: § Name and address of supplier § Name and address of purchaser § Date of purchase § List of items purchased including size, quantity, and price

Inventory Recordkeeping § New vendor monitoring procedure § When WIC staff perform store inspections, WIC staff will ask to see the most recent infant formula invoice available § Make sure that you are obtaining infant formula from an approved source: https: //secure. in. gov/isdh/files/Formula%20 Wholesalers%20 and%20 Distributors. pdf § Please contact Indiana WIC if you would like to propose adding a new formula wholesaler to the approved list § New inventory audit procedure § Indiana WIC will request copies of your inventory records during a certain time period § Inventory records will be compared with actual WIC EBT sales § Stores will be sanctioned if inventory records show less inventory than the store has sold on WIC EBT § Reasoning: If you sell more items on WIC than you had in-stock, that is fraud.

Inventory Recordkeeping

Inventory Audit Example Indiana WIC requests records on items A, B, and C from 10/1/18 – 12/31/18 § Item A § Inventory: 200 § WIC sales: 400 § Average price: $3 § Item B § Inventory: 300 § WIC sales: 300 § Average price: $5 § Item C § Inventory: 500 § WIC sales: 300 § Average price: $2 § This vendor has claimed reimbursement on 200 items in excess of documented inventory for Item A § 200 items X $3 = $600 fine § Vendor is disqualified from WIC for 3 years § According to federal law, Indiana WIC is required to share this information with SNAP § SNAP may also choose to disqualify the vendor

New Peer Groups 1. Pharmacy-Only Vendors (These vendors do not transact WIC food items. ) 2. Independent Vendors and Local Grocery Chains (Owners or franchise have 5 or less stores in 2 states or less. ) 3. Regional Grocery Chains (Owners or franchise have 6 or more stores in 1 state or more. ) 4. National Grocery Chains (Owners or franchise have 20 or more stores in 5 or more states. ) 5. Mass Merchandisers (Retail stores carrying large quantities of a variety of products beyond grocery and pharmacy items. )

Competitive Price Selection Criteria (CPSC) § These criteria ensure that vendors who accept WIC transactions maintain competitive prices § Even if remaining under WIC maximum prices, vendors may not be providing competitive prices § Please see page 13 in the Vendor Manual for more details § If Indiana WIC re-authorized your store for FY 2019 – 2021, then your store currently meets CPSC

Client Access Criteria § Client access determinations are federally required before: • Denying a vendor applicant, except for failure to maintain minimum stock or meet competitive price selection criteria (CPSC). • Terminating a vendor for vendor violations, except for failure to maintain minimum stock or meet competitive price selection criteria (CPSC). • Disqualifying a vendor as required by federal law, except for third or subsequent violations or permanent SNAP disqualifications. § Please see pages 13 -14 in the Vendor Manual for more details. § If a vendor is determined necessary for client access, the vendor will not be denied, terminated, or disqualified, with the exceptions above. Vendors needed for client access may still be fined or given a civil money penalty (CMP).

Civil Money Penalty (CMP) Changes If Indiana WIC permits a vendor to continue to participate with Indiana WIC in lieu of disqualification based on a client access determination, Indiana WIC shall assess the vendor a civil money penalty (CMP) in an amount as follows: (A) For a permanent disqualification, the CMP shall be the maximum allowed as described in E and F below. (B) For a non-permanent disqualification, the first CMP shall be 10% of the vendor’s average monthly redemptions for the preceding 12 months multiplied by the number of months for which the store would have been disqualified. (C) A second occurrence of a non-permanent mandatory sanction without disqualification shall trigger a CMP double the amount for the first CMP. (D) A third any subsequent occurrence of a non-permanent mandatory sanction without disqualification shall trigger a CMP double the amount for the second CMP. (E) The amount of any CMP shall not exceed $15, 041 for each violation. (F) The amount of CMP imposed for violations from a single investigation shall not exceed $60, 161. (G) If more than one violation is detected during a single investigation, a CMP must be imposed for each violation. The E and F totals listed in the FY 2019 Vendor Manual do not match the updated USDA totals listed above. The changes will be reflected in the FY 2020 Vendor Manual.

Stand Beside Device Criteria § Some WIC vendors process WIC EBT transactions through a separate stand beside device. § USDA now requires that Indiana WIC only provide funding for stand beside devices to new vendors needed for client access, effective October 1, 2018. § Indiana WIC will continue to provide funding for stand beside devices for vendors authorized before October 1, 2018, even if not needed for client access. § Some stand beside vendors qualify for additional state-funded devices. Please see pages 3 -4 in the Vendor Manual for more details. § If you are eligible to receive additional state-funded devices, Indiana WIC informed you about this when you received approval for re-contracting.

Reminder on Stand Beside Pricing § A few vendors were penalized by Indiana WIC during the last fiscal year for charging incorrect prices on WIC stand beside devices § Charging WIC more than the shelf price results in a 3 -year WIC disqualification NTE = not-to-exceed price or maximum price

Above-50% (A 50) Vendor Regulations USDA requires Indiana WIC to list separate policies for vendors obtaining more than 50% of their business from WIC transactions 1. New A 50 vendors must note that they intend to receive 50% or more food sales from WIC on their Vendor Applications. 2. New applicant A 50 vendors and existing vendors who become A 50 vendors must comply with Indiana WIC requests for additional financial information. 3. A 50 vendors must maintain competitive prices that are less than the average food costs for Indiana WIC vendors in general. 4. A 50 vendors cannot provide incentive items to attract WIC customers to their stores.

Are you ready for a quiz?

WIC Approved or Not? Yes! – scan UPC or manually enter PLU Yes! – Muenster cheese is now approved No! – cannot mix infant fruit or veggies with meat No! – Reese’s does not meet nutrition requirements No! – cannot mix fruit in infant cereal

WIC Approved or Not? Yes! – any flavor canned bean now allowed Yes! – Blueberry Chex is a new cereal addition No! – only canned fish allowed No! – this salad kit includes chicken, cheese, and sauce Yes! – any 100% juice type or blend with adequate Vitamin C now allowed

WIC Policy Quiz 1. What’s the easiest way to submit missing items to the Indiana WIC Approved Products List (APL)? Ask client to submit on INWIC Mobile App. You can also send in UPC Update Request Form. 2. What should you do if a WIC fresh fruit or vegetable is not ringing up correctly? Manually enter PLU 4469 or product-specific PLU for WIC customer. Contact Customer Service Manager (CSM) or corporate office. 3. What should you do if a WIC card is lost in your store? Call local WIC clinic and provide WIC card number. Only destroy when instructed to do so. Do not return to any customer.

WIC Policy Quiz 4. How long must you keep inventory records for WIC? A minimum of 3 years 5. Can you purchase WIC items from another vendor and re-sell to WIC customers? No 6. What is the sanction for selling more items on WIC than shown in inventory records for 2 calendar months or more? 3 -year disqualification and fine for excess reimbursement 7. What is the sanction for overcharging on WIC items? 3 -year disqualification

WIC wants your feedback on this training! https: //www. surveymonkey. com/r/Q 3 DJHXW

Questions?

Non-discrimination Statement In accordance with Federal civil rights law and U. S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, sex, disability, age, or reprisal or retaliation for prior civil rights activity in any program or activity conducted or funded by USDA. Persons with disabilities who require alternative means of communication for program information (e. g. Braille, large print, audiotape, American Sign Language, etc. ), should contact the Agency (State or local) where they applied for benefits. Individuals who are deaf, hard of hearing or have speech disabilities may contact USDA through the Federal Relay Service at (800) 877 -8339. Additionally, program information may be made available in languages other than English. To file a program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, (AD-3027) found online at: http: //www. ascr. usda. gov/complaint_filing_cust. html, and at any USDA office, or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) 632 -9992. Submit your completed form or letter to USDA by: (1) (2) (3) mail: U. S. Department of Agriculture Office of the Assistant Secretary for Civil Rights 1400 Independence Avenue, SW Washington, D. C. 20250 -9410; fax: (202) 690 -7442; or email: program. intake@usda. gov.