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10A NCAC 13J .1007 - Client Rights and Responsibilities (Home Care Agencies)

North CarolinaregulationNorth Carolina Department of Health and Human Services, Division of Health Service Regulation (Medical Care Commission)

What this rule requires your agency to do

  • 1The agency must document both the existence of each complaint and its resolution. (10A NCAC 13J .1007)(10A NCAC 13J .1007 - Client Rights and Responsibilities (Home Care Agencies))
  • 2The agency must permit clients to voice grievances about their care and must not subject a client to discrimination or reprisal for voicing a grievance or complaint. (10A NCAC 13J .1007)(10A NCAC 13J .1007 - Client Rights and Responsibilities (Home Care Agencies))
  • 3The agency must provide each client with the contact information for the Division of Health Service Regulation's complaint hotline or the Department of Health and Human Services CARE-LINE so the client may direct complaints to the state. (10A NCAC 13J .1007)(10A NCAC 13J .1007 - Client Rights and Responsibilities (Home Care Agencies))
  • 4The agency must supply each client with a telephone number for information, questions, or complaints about services provided by the agency. (10A NCAC 13J .1007)(10A NCAC 13J .1007 - Client Rights and Responsibilities (Home Care Agencies))
  • 5The agency must investigate, within 72 hours, complaints made to the agency by a client or the client's family. (10A NCAC 13J .1007)(10A NCAC 13J .1007 - Client Rights and Responsibilities (Home Care Agencies))

Applies to: Licensed home care agencies (home care / in-home aide / personal care services)

NC home care agency licensure rule on client rights requires agencies to let clients voice grievances without reprisal, give clients a phone number for complaints about agency services, provide the DHSR complaint hotline/DHHS CARE-LINE contact for state-level complaints, investigate client/family complaints within 72 hours, and document each complaint and its resolution. DHSR investigates all allegations of non-compliance with the subchapter.

Regulatory information, not legal advice — always confirm against the cited official source. Verification reduces error; it does not certify compliance.