General Information Manual

0130.010.00 Customer Service Complaints and Comments

IM-59 June 15, 2023; IM-73 June 2, 2022

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

To minimize participant dissatisfaction:

  1. Carefully explaining why information is requested, how it is used and why each action is required at the time of:
    • interview
    • annual review; and
    • each interim contact
  2. Give the participant time to absorb and understand each action.
  3. Avoid any methods or manners which may appear to overwhelm the participant.
  4. Immediately attempt to resolve the complaint; otherwise provide a resolution within 30 business days of receiving the complaint.