12VAC5-381-240 — Handling complaints received from clients

What this rule requires your agency to do

• 1Give the client or designee a copy of the complaint procedures at the time of admission to service (subsection C).(12VAC5-381-240 — Handling complaints received from clients)
• 2Provide each client or designee with the name, mailing address, and telephone number of the organization contact person, the State Ombudsman, and the OLC Complaint Unit (subsection C 1–3).(12VAC5-381-240 — Handling complaints received from clients)
• 3Notify the complainant of the proposed resolution within 30 days from the date of receipt of the complaint (subsection B 4).(12VAC5-381-240 — Handling complaints received from clients)
• 4Designate staff responsible for complaint resolution, covering intake/acknowledgment, investigation, and review of investigation findings and resolution (subsection B 1–3).(12VAC5-381-240 — Handling complaints received from clients)
• 5Establish and maintain complaint-handling procedures specifying a system for logging receipt, investigation, and resolution of complaints, and a format for the written record of findings of each complaint investigated (subsection A).(12VAC5-381-240 — Handling complaints received from clients)
• 6Maintain documentation of all complaints received and the status of each from receipt through final resolution, retained from the date of last inspection and for no less than three years (subsection D).(12VAC5-381-240 — Handling complaints received from clients)