The customer can appeal at three levels. First is the appeal to the local area supervisor. The supervisor will review the case records and talk to the applicant and try to resolve the issue. If the applicant is not satisfied with the supervisor's decision, the VR office will arrange for an independent mediator to listen to the customer's case. If the decision is still not acceptable, the applicant can approach the state client assistance program (CAP). The address and toll-free phone to contact CAP will be provided by the VR office.