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