Project Sentinel - Palo Alto Rent Dispute Resolution

Question:
Who can start the dispute resolution process, and how is that done?

Answer:
Either a tenant or an owner or a property manager can start the process, at no cost to any party, by filing a petition form with the program administrator.

Question:
How does the dispute resolution process work?

Answer:
Once a petition is filed, the parties will be offered dispute resolution options. The parties will first be offered telephone conciliation, conducted by a trained conciliator. If the parties cannot agree on a resolution, both parties will be required to attend a meeting to listen to an explanation of the mediation process. A trained, experienced mediator will conduct this meeting, scheduled at the parties' mutual convenience. After hearing the mediator's explanation, the parties will then have the option to voluntarily remain to discuss their concerns and consider resolution options. The mediator will not force the parties to settle and will not impose the terms of the settlements, but will guide the parties to explore "win-win" opportunities.

Question:
When should the process be started?

Answer:
A petition to start the process must be filed with the program administrator within 21 days of learning of the facts giving rise to a dispute. For example, if the dispute concerns a rent increase notice, the petition must be filed within 21 days of receiving the notice of increase.

Question:
What types of disputes are covered?

Answer:
The program covers rental increases, deposits and maintenance, utilities, occupants, parking and storage facilities, privacy and quiet enjoyment. The dispute must be fact-based, and one that is under the control of the parties to resolve. Petitions filed in bad faith will not be processed.

Question:
How are parties notified of their rights under this program?

Answer:
Every rental agreement, or lease, or written notice of change of rental conditions MUST contain the following notice and the notice must be in capitalized text and at least 14 point font size:
"THE PALO ALTO MUNICIPAL CODE GIVES YOU THE RIGHT TO MEDIATION OF DISPUTES BETWEEN LANDLORD AND TENANT. YOU MUST REQUEST THE MEDIATION WITHIN 21 DAYS OF LEARNING ABOUT THE FACTS THAT CREATED THE DISPUTE. CONTACT THE CITY OF PALO ALTO'S MEDIATION ADMINISTRATOR AT: PALO ALTO MANDATORY RESPONSE PROGRAM, C/O PROJECT SENTINEL, 430 SHERMAN AVENUE, SUITE 308, PALO ALTO, CA 94306, 650-856-4062 FOR FURTHER INFORMATION. THE PALO ALTO MUNICIPAL CODE PROTECTS YOU FROM RETALIATION FOR EXERCISING YOUR RIGHT TO MEDIATION."

Question:
What protection is there for parties who use this program?

Answer:
Both landlords and tenants are protected against retaliation arising out of their participation in this program. If there is evidentiary support for a claim of retaliation, the case will be referred to the Palo Alto City Attorney for appropriate action.

Question:
What happens if a party refuses to attend?

Answer:
Failure to attend a properly scheduled dispute resolution meeting will be considered as a potential violation, and will be referred to the Palo Alto City Attorney.

Question:
Landlord Registry:

Answer:
The owner of any residential rental property in the City of Palo Alto shall register the unit or units with the City, regardless of whether the property is covered by this program.

For more information or to obtain an informational packet, contact the program administrator at (650) 856-4062 or via email at pamediation@projsen.org.