General Information Manual

0130.010.00 Customer Service Complaints and Comments

IM-73 June 2, 2022

Staff must provide the information necessary to resolve complaints received from the participant, their representative, or other concerned persons. Each complaint should be handled in a courteous manner.

Staff should minimize participant dissatisfaction by:

  1. Carefully explaining why information is requested, how it is used and why each action is required at the time of:
    • The interview
    • The annual review; and
    • Each interim contact.
  2. Giving the participant time to absorb and understand each action;
  3. Avoiding any methods or manners which may appear to overwhelm the participant.
  4. Immediately attempting to resolve the complaint, with the participant.